Member Experience Specialist (Temporary - Part-time)

Responsibilities:

• Handle incoming member inquiries through multiple channels including phone, chat, and email using Zendesk.
• Follow established SOPs and escalation procedures while humanizing each interaction for ticket resolution.
• Utilize internal tools like Google Workspace, Slack, and JIRA for communication and task triaging.

Team Collaboration:

• Work closely with the Member Experience team in a remote setting, leaning on each other's strengths and sharing insights.
• Communicate needs and feedback to support collective growth and continuous improvement of team processes.

Performance and Growth:

• Work towards meeting team KPIs and SLAs with managerial support, taking responsibility for performance metrics.
• Propose and help implement process changes based on frontline experience to enhance service delivery.
• Embrace a culture of learning and adaptation in a fast-paced, high-growth startup environment.