Back to jobs

Member Experience Optician

San Carlos, CA (Hybrid)

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

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Education

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in XP Health’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.