Member Experience Specialist

Role Overview

As a Member Experience Specialist at XP Health, you’ll elevate the member experience by solving member issues across virtual channels and ensuring every interaction is clear, caring, and efficient.

Responsibilities

• Member Inquiries: Handle member phone calls, chat/messages, and email tickets via Zendesk.
• Deliver member-first communication that humanizes every interaction.
• Ticket Handling: Follow SOPs/best practices to resolve tickets while staying organized and working within priority guidelines.
• Internal Tools & Collaboration: Use internal resources and systems including Zendesk Agent Workspace, Slack, Google Workspace, Jira, and a custom member information portal.
• Verify data across multiple systems before communicating to reduce miscommunication.
• Partner with Member Experience and Lab teams to reduce friction and resolve issues quickly.
• KPIs & SLAs: Work toward team KPIs and SLAs and take ownership of performance metrics tied to member experience quality.
• Continuous Improvement: Use front-line insights to propose and help implement process improvements.

Requirements

• Experience with Zendesk (or another major ticketing/CRM platform).
• Strong empathy plus excellent written and verbal communication.
• Structured thinking and ability to prioritize independently, especially under operational pressure.
• Process rigor and comfort working across multiple systems with attention to accuracy.
• Willingness to learn and apply customer support best practices and industry trends.
• Organizational and time management skills.
• Collaborative, team-oriented mindset and ability to partner across departments.
• Reliable internet connection: minimum 25 Mbps download and 25 Mbps upload.

Nice to Have

• Not explicitly stated.