Customer Experience Associate

Company : EverlyWell provides direct-to-consumer home health tests with easy-to-read and actionable results. We are at the forefront of personalized health, transforming the $25B lab testing industry. We empower consumers to order, self-collect, and understand their own physician-approved lab tests with the goal of improving health and reducing risk of future disease. We are growing rapidly and are looking for an exceptionally qualified Customer Experience Associate to join the team. Our team solves very big problems very quickly. If that sounds like you, we want to talk to you.

Job Summary: The Customer Experience team provides end to end support for our online and business customers. We focus on helping customers choose the best tests for their health needs and ensuring a positive customer experience from order placement to delivery. As a member of the Operations team, you will have exposure to driving critical business results and get the opportunity to develop your career for a high-growth and innovative startup.

Responsibilities and Duties

Your primary responsibilities will include:

Managing multiple channels of customer support (i.e. email, phone, social media) to help customers with questions related to our products or their orders

Process routine transactions including refunds, order cancellations, and replacements

Reviewing order backlog to ensure all shipments are fulfilled within SLA

Working with our lab partners to prioritize sample results on orders outside of SLA

Triage customer-related issues with our Product and Development team to resolve customer issues around our results platform

Scan product reviews on a weekly basis and share critical feedback with our Product and Development team

Key Qualifications

You enjoy helping people and like hearing about their positive experiences with your product

You relate well to people’s concerns; people like talking to you

You have a passion for innovative healthcare solutions

You are a self-starter, an independent worker who thinks critically about efficiency and the end-to-end customer experience

You can navigate your responsibilities in times of ambiguity and make sound judgment when needed

You thrive in a fast-paced, dynamic environment, and engage well in situations requiring a sense of urgency

You are located in Austin, TX or can re-locate if given the role

Education/Experience

Bachelor’s Degree or equivalent customer support experience

At least 2 years in a contact center or similar work environment

Compensation and Benefits

EverlyWell pays a competitive salary based on experience and offers 100% paid health benefits for full-time employees (50% for spouse/dependents).

Job Type: Full-time

Salary: $35,000.00 to $45,000.00 /year

Required education:

Bachelor's

Required experience:

phone and email support: 2 years

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