Member Experience Optician
ABOUT XP HEALTH:
At XP Health, we are revolutionizing vision care with cutting-edge technology like augmented reality alongside a dedication to a delightful and seamless user experience, ultimately making quality eye care accessible for all. Today, we are honored to serve over 3,000 clients, including multiple Fortune 500 logos and many of the standout companies in Silicon Valley. With passionate founders and a proven team with subject-matter expertise in the space, XP Health has driven efficient, best-in-class growth to date and is hungry for more.
Join our dynamic, diverse team for unparalleled growth opportunities and the chance to make a meaningful impact on millions of people’s healthcare. We closed our Series B earlier in 2024 and have raised a total of $50M+ in funding from various healthcare and tech VCs, strategic, and angels.
The Opportunity
We are seeking a dedicated and customer-focused Optician to join our Member Experience team! In this role, you will be a key contributor to delivering an exceptional member experience, ensuring every interaction reflects our commitment to high-quality, personalized service. You’ll provide expert guidance on eyewear and optical needs while supporting our members through their eyewear journey, from product selection to troubleshooting and issue resolution.
As part of a dynamic and growing startup, you will wear many hats, serving as a strong advocate for member-centric virtual support and helping shape how we deliver seamless, white-glove service.
Key Responsibilities
- Member Support and Optical Expertise
- Take ownership of the Ops Customer Support Slack Channel and Zendesk interactions, resolving optical inquiries and concerns with professionalism and care.
- Assist members in selecting appropriate eyewear and lenses, offering personalized recommendations tailored to their needs.
- Provide proactive updates on order statuses and collaborate with cross-functional teams to ensure timely resolutions.
- Order Management and Quality Assurance
- Handle end-to-end order management, including lens selection and monitoring order progress.
- Ensure optical returns and remakes are processed accurately and align with company standards.
- Training and Development
- Support and mentor Tier 1 Member Experience agents, enhancing their knowledge of eyeglasses, sunglasses, frames, and contact lenses.
- Train team members on best practices for engaging with patients and delivering member-focused support.
- White-Glove Service
- Provide VIP members with personalized virtual consultations, delivering high-touch service that exceeds expectations.
- Build lasting relationships with members by ensuring a seamless and exceptional experience throughout their journey.
- Continuous Improvement
- Develop and maintain a comprehensive knowledge base of evolving products and services.
- Proactively identify and recommend process improvements to enhance member satisfaction and operational efficiency.
Requirements
- Opticianry Expertise: Strong background and experience in opticianry is essential.
- Customer-Centric Mindset: Proven experience in customer service, sales, or a related field with a passion for creating exceptional experiences.
- Technical and Organizational Skills: Ability to multitask, prioritize, and troubleshoot effectively in a fast-paced environment.
- Communication Excellence: Strong written and verbal communication skills with a professional demeanor.
- Team Collaboration: Ability to build rapport with members and work collaboratively across teams to ensure optimal service delivery.
- Startup Mindset: Flexibility and willingness to adapt in a dynamic, fast-growing environment.
- Be available to work in a hybrid model: 3 days per week in our San Carlos office (lunches provided!) and 2 days per week remote.
Bonus Qualifications
- ABOC is a plus.
- Experience with Zendesk, or other major ticketing CRM.
- Experience with startups is a plus.
- College degree is a plus.
CA Pay Range
$50,000 - $60,000 USD
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