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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 seek a compassionate, detail-oriented, and versatile Member Experience Opticians to join our growing Member Experience (ME) team. In this unique hybrid role, you’ll serve as both a frontline member experience specialist and an optical advisor—guiding members through their eyewear journey while resolving inquiries and escalations with empathy and expertise.

This role is ideal for certified opticians who enjoy wearing multiple hats, supporting a blend of customer service and optical tasks. We are especially interested in candidates who are either:

  • Certified opticians located near our San Carlos, CA office and available to work onsite two days per week, or
  • Certified opticians located remotely within the United States with proven virtual support experience.

You must be available for one of the following shift schedules:

  • 8 AM to 5 PM PT
  • 6 AM to 3 PM PT

Key Responsibilities

Member Experience Support (Customer Service):

    • Serve as the frontline of our support team via phone, chat, email, and Zendesk.
    • Resolve member inquiries related to orders, shipping, product details, and account needs with professionalism and empathy.
    • Follow established SOPs and escalation procedures while humanizing each interaction.
    • Collaborate across teams to ensure seamless member support and efficient ticket resolution.

Optical Expertise:

    • Recommend members in frame and lens selection based on lifestyle, prescription, and aesthetic preferences.
    • Provide virtual consultations and personalized eyewear recommendations, particularly for VIP clients.
    • Address difficult or escalated optical questions from both members and ME Specialists.
    • Offer support with optical issues such as prescription concerns, fit, and lens troubleshooting.

Order Management & Quality Assurance:

    • Oversee optical order entry, lens selection, and prescription data accuracy.
    • Monitor the progress of orders in our internal systems (including DVI) and communicate timely updates to members.
    • Manage returns and remakes, ensuring accuracy in remake codes and specifications.
    • Assist with optical operations-related Slack channels and cross-functional coordination.

Training & Internal Support:

    • Provide optical education and training to Tier 1 ME team members to elevate overall team knowledge.
    • Participate in process improvement efforts, SOP creation, and feedback loops to strengthen service quality.
    • Contribute to building an internal optical knowledge base.
    • Occasional travel may be required for on-site optician consultations and special events.

Requirements

  • Proven ability to deliver customer service via ticketing platforms (Zendesk strongly preferred).
  • Strong written and verbal communication skills with a professional and empathetic tone.
  • Enjoys troubleshooting complex optical issues and identifying root causes to ensure accurate resolution and continuous improvement.
  • Comfort with data entry, prescription verification, and use of optical management systems.
  • Ability to prioritize, multitask, and work independently in a fast-paced, evolving environment.

Preferred Skills:

  • At least 3 years of experience in opticianry (ABOC preferred but not required).
  • Experience with optical lab software such as DVI, Ocuco, Rx-Universe, or similar systems.
  • Exposure to optical returns, remakes, order troubleshooting, and VIP member service.
  • Prior experience in a startup or high-growth company environment.
  • Familiarity with manual lensometry and major lens brands (e.g., Hoya, Zeiss, Unity).

We aren’t looking for perfection, none of us is perfect. We are looking for those who have a strong character and desire to continually learn and contribute to a meaningful mission.

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.

XP Health’s company values

  • Members First: We put our members at the heart of everything we do, driving every decision with their needs in mind.
  • Drive Impact: We are achievement-oriented, have an ownership mindset, transcend expectations, and focus on delivering excellence. We measure success by the impact we create.
  • Innovate Boldly: We tap into our individual talents to challenge the status quo and pioneer courageous new ideas.
  • Grow Together: We embrace curiosity, challenges, and continuous improvement while supporting each other’s growth. Mistakes are welcome; we learn, adapt, and move forward together.
  • Lead with Kindness: We strive for excellence while remaining humble, empathetic, inclusive, and grounded.

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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