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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by resolving complex member issues across multiple communication channels while mentoring peers and contributing to team development. Proficient in using customer support tools and technologies to enhance workflows and improve member experiences.
Highest-signal resume keywords
Customer Service ExperienceMentoring PeersProficiency With GSuiteExperience With ZendeskBilingual Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complex Issue ResolutionActivation Opportunity RecognitionProcess Improvement IdentificationHelp Desk Ticketing SystemsOutbound Communication Execution
Soft Skills
EmpathyClear CommunicationCollaborationCoachingProblem-Solving
Tools & Technologies
MacOS SystemsGSuiteSlack1PasswordZendesk
Industry Keywords
Customer SupportMember GrowthIncident ResponseKnowledge SharingTeam Development
Tech Stack
Tools & technologiesMacOS
About the role
Key responsibilities & impact- Resolve member questions and issues across phone, chat, and email
- Provide warm, empathetic, clear, and urgent support across communication channels
- Assess and independently address complex or time-sensitive member needs
- Recognize activation opportunities to set up accounts, add partners or spouses, open care projects, add care recipients, book Back Up Care sessions, or connect members to Care Coordinators
- Coach Level I specialists on activation opportunities
- Identify trends and proactive follow-up opportunities
- Track and resolve member-related issues according to established processes and timelines
- Identify process improvements and efficiency opportunities
- Collaborate across departments to ensure smooth handoffs and efficient issue resolution
- Share knowledge and best practices, mentor Level I specialists, and contribute to team development
- Identify situations requiring Incident Response and own escalations
- Provide insights to improve workflows, tools, scripts, and knowledge articles
- Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes
- Report directly to the Director of Member Growth and Activation
Requirements
What you’ll need- Work experience in customer service or administration
- High school diploma or equivalent required
- Experience handling higher-complexity member issues or supporting escalations is preferred
- Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus
- Comfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the same
- Part-Time Availability during early EST hours or late PST hours is a plus, given the 8:00AM–10:00PM ET coverage window
- Proficiency in more than one language is a plus
- Proficiency with macOS systems, GSuite, Slack, and 1Password
- Proficiency with customer support and help desk ticketing systems (Zendesk, Intercom, or the like)
- Open to learning, experimenting, and evolving; comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
- Strong internet connection, quiet space to take calls, and a professional distraction-free environment required for remote work
- Private, secure internet and phone access
- Private, dedicated, distraction-free workspace suitable for handling sensitive information
Benefits
Comp & perks- Remote work environment
- Part-Time Hours