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Member Experience Optician

San Carlos, CA (Hybrid)

ABOUT XP HEALTH:

At XP Health, we're on a mission to revolutionize vision care through cutting-edge technology, including augmented reality, while ensuring a delightful and seamless user experience. We aim to make high-quality eye care accessible to everyone. Today, we are honored to serve over 3,000 clients, including several Fortune 500 logos and notable Silicon Valley companies. With passionate founders and a team that boasts deep expertise in the field, XP Health has driven efficient, best-in-class growth to date, and is hungry for more. 

We invite you to become part of our dynamic and diverse team, where unique perspectives meet unparalleled growth opportunities. With over $50M in funding raised, including our Series B round in early 2024, we’re positioned for exciting new challenges and impactful contributions to the healthcare landscape.

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

Compensation & Benefits

We offer a competitive compensation package that includes salary, equity options, paid time off, bonuses, a 401K plan, and comprehensive benefits. We believe in taking care of our team members so they can focus on their work and personal development.

Diversity & Inclusion Commitment

At XP Health, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We believe that a variety of perspectives and experiences contribute to innovation and success. We welcome applicants from all backgrounds, including racial and ethnic minorities, individuals with disabilities, veterans, and members of the LGBTQ+ community. 

Our goal is to create an environment where everyone feels valued, respected, and empowered to contribute their unique talents. We encourage all individuals who are passionate about our mission to make vision care more affordable, accessible, and convenient to apply, and join us in building a more inclusive future together.

Come join our fast-growing team to disrupt and recreate a better vision care experience from the ground up!

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