Customer Engagement Associate Manager

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Customer Engagement Associate Manager (CEAM) plays a pivotal role in driving retention and growth within Kaplan North America’s supplemental education efficiency account portfolio. The role is empowered to autonomously run renewal cycles, looping in sales leadership as needed. The primary responsibility of the CEAM is to encourage product utilization within Kaplan’s smaller accounts via proactive outreach to their clients, thus driving retention, and growth where possible.

A CEAM leverages strategic account planning within their highest performing accounts to push efficiency accounts into mid-tier accounts through cross-sell and upsell opportunities, involving their sales counterparts if needed. The CEAM must have four essential skills to succeed in the role: communication skills, efficiency and time management, problem-solving skills, empathy and customer-centric mindset.

The CEAM drives account retention and growth by providing exceptional customer support to a larger group of accounts quickly and efficiently. The CEAM is responsible for monitoring and reporting account health and risk, contributing to sales forecasting clarity and accuracy.

Primary/Key Responsibilities

• Drive renewal efforts across the portfolio of supplemental education accounts to ensure revenue growth and secure renewals, emphasizing the utilization of products and services to enhance customer value.
• Design and implement efficient processes to deliver successful renewal outcomes, focusing on driving product utilization to demonstrate value and encourage retention.
• Collaborate with customer engagement managers and senior customer engagement managers to provide support for identified accounts as needed, actively promoting product utilization strategies.
• Manage key processes related to product delivery for supplemental education institutional customers, ensuring optimal utilization of products and services to effectively meet customer needs.
• Track and manage key issues arising with customers, promptly resolving and reporting on resolutions to optimize product utilization and maintain customer satisfaction.
• Serve as a resource to transactional institutional customers, actively promoting and facilitating product utilization to drive customer success.
• Ensure the effective delivery of customer contracts for transactional accounts, highlighting product features and benefits to encourage utilization and value realization.
• Deploy risk mitigation plans within the portfolio of accounts to safeguard revenue streams, prioritizing actions that support product utilization and customer satisfaction.
• Solicit and leverage partner feedback to enhance retention and drive growth within the accounts, focusing on strategies to increase product utilization and customer engagement.
• Utilize partner feedback to refine engagement plans, continuously optimizing strategies to maximize product utilization and deliver value to customers.
• Track key metrics supporting partner engagement, assess progress towards targets, and make data-driven adjustments to continuously improve product utilization and customer success.

Minimum Qualifications

• Bachelor Degree (or continuously enrolled to complete degree)
• Minimum of 2 years of experience working in customer service or customer support
• Process management
• Attention to detail
• Customer-support orientation
• Cross functional collaboration

Minimum Qualifications

• Bachelor’s degree

We offer a competitive benefits package including:

Remote work providing flexible work/life balance

Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)

Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members

Competitive health benefits and new hire eligibility starts day-1 of employment

Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

And so much more!

#LI-NMB

#LI-Remote

For full-time positions, Kaplan has two Salary Grades, this position is a position is a Salary Grade A: $31,200 to $78,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate’s skills, experience, and education, among other factors determined by the business.

Location

Remote/Nationwide, USA

Additional Locations

Employee Type

Employee

Job Functional Area

Sales

Business Unit

00092 Kaplan Health

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws. 

Title: Customer Support Representative

Location: Remote

Job Description:

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We’re backed by Benchmark, Redpoint, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary and identify opportunities where physicians can better serve their patients.

In this role, you will solve customer questions, triage project requests from customers and internal team members, and build a personalized and empathetic customer service experience. You will do this by being an expert on the AcuityMD application, mastering support tools, and creating articles for the help center.

Team Mission

We are building a best-in-class commercial organization by establishing a repeatable go-to-market motion, hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals, and thoughtfully engaging VPs, General Managers, and other corporate decision makers across the Medical Device Industry.

Responsibilities

• Triage and resolve customer issues across live chat, email, and Zoom when necessary.
• Collaborate with internal teams (Customer Success, Product, Engineering, Data, Product Marketing) to create and improve troubleshooting workflows and resolve root cause issues.
• Contributing to maintain internal knowledge base and help center collateral.
• Remain focused under pressure while providing exceptional customer service
• Proactively brainstorm ways to improve processes and workflows

Your Profile

• 2+ years experience in SaaS Customer Support
• Must be located in Eastern Time Zone
• Excellent customer service skills
• Excellent verbal and written communication, and active listening skills
• Familiar with CRM tools like Zendesk, Jira, and Hubspot, Google Suite
• Patience, time management skills, and the ability to prioritize tasks
• Ability to work independently and as part of a team
• A strong sense of urgency, empathy, and a sense of humility

Nice to Haves

• Interest or experience in medical technology space
• Previous experience with Customer Advocacy programs

You must have an eligible work permit in the USA or Canada to be considered for this position.

We Offer:

• Ground floor opportunity: Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
• Competitive compensation with equity upside.
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees’ dependents.
• Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement.
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
• Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
• Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave. 

Title: Bilingual Mandarin Customer Service Representative

Location: Remote, any state, US

Job Description:

Location Designation: Fully Remote

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

*Must be fluent in Mandarin*

There are few Fortune 100 companies as renowned as we are for our diverse culture, training, and career opportunities. So it should not be surprising that when you work at New York Life, you’re backed by unyielding support, development, and resources.

Role Overview:

Are you passionate about helping others? Do you enjoy solving problems? Are you interested in a career with an industry leader? If so, becoming a Customer Service Professional at New York Life is a perfect fit for you!

As a Mandarin Customer Service Professional, you will be a keen problem solver who is comfortable taking the initiative and thinking on your feet. You will use the training and resources we provide you about our Life Insurance Products to assist customers in a manner that makes it seem easy to them. Whether our customers are looking to take a withdrawal, make a payment, or just need assistance understanding their policy, you will be equipped to help them do so. Not sure how? No problem! Our comprehensive, paid training program will give you everything you need to help service our customers. All we need from you is the commitment to provide best in class service by making every experience a positive one.

What You’ll Do:

• Be the first point of contact for handling both routine and tricky customer issues
• Reduce customer effort by taking charge and solving customer problems for them
• Place quality above quantity in everything you do in a way that enhances our company brand
• Work both independently and as part of a collaborative team in a fast-paced, empowered environment
• Attending 2 on-site workdays per quarter, once you have completed training.

What You’ll Bring:

• High School diploma/GED required; Associate or Bachelor’s degree preferred
• Experience solving problems and reducing the effort required of customers
• Ability to interpret customers’ needs, identify solutions and communicate clearly both written and verbal
• Accountable, ethical, good decision-making ability
• Proficient computer skills and ability to multitask

Training & Development:

You will undergo a comprehensive, paid training program to learn about the insurance industry, product and policy provisions, and transaction processing. Coaching and feedback is provided frequently to help you gain the necessary skills to be successful, in addition to up to 15 days of on-site training for additional face to face learning and mentoring. New York Life is a financially stable company (we’ve been around for 175+ years!) that offers numerous career pathways for development. The typical promotion opportunity occurs within 12-24 months.

Salary:

Competitive full-time base salary, overtime eligibility plus annual bonus potential

Benefits:

Paid Vacation & Holidays, Medical/Dental/Vision Care, FSA/HRA Options, 401K Match, Pension, Student Loan Repayment, Tuition Reimbursement, Discounted Fitness Memberships, Prime Location

Schedule:

This is a full-time position Monday through Friday. No weekends! Our schedules start and end sometime between 7:45 am EST and 7:15 pm EST.

** New York Life Insurance Company is a mutual company, which operates for the benefit of its participating policy owners and members. Non-participating products are also issued by its wholly-owned insurance company subsidiaries.

Pay Transparency

Salary Range: $30,000-$45,500

Overtime eligible: Nonexempt

Discretionary bonus eligible: Yes

Sales bonus eligible: No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Please note: This role requires FINRA Associated Person pre-hire fingerprinting.

Our Benefits

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

Our Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We’re proud that due to our mutuality, we operate in the best interests of our policy owners.

Title: Senior Manager, Customer Insights

Location: Remote

Type: Full-time

Workplace: remote

Category: Marketing

Job Description:

Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.

As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.

Ollie is looking for a Senior Manager, Customer Insights to shape & execute impactful research that will help steer our business in its next phase of growth, while keeping our customers & their pups at the heart. We are looking for a highly skilled and business-savvy researcher who knows how to wield both quantitative and qualitative methods, has a passion for understanding customers’ needs, and is skilled at leveraging insights to assess opportunities. This role will play a critical role in driving the Insights roadmap and will work closely with cross-functional partners, including those focused on Member Experience, Product Development, Brand Marketing, and Health & Science. The ideal candidate is a self-starter, possesses excellent written and verbal communication skills, has a sharp eye for detail and strong organizational skills, and thrives in a fast-paced, high-impact environment.

This role is remote and will report to Ollie’s Director of Member Experience.

What You’ll Do:

• Apply your experience in quantitative and qualitative research methods (including surveys, focus groups, and IDIs), to make confident recommendations about the need & best approach for collecting insights.
• Drive the end-to-end research process, starting with defining objectives alongside stakeholders, and including drafting, recruiting and deploying projects.
• Utilize your strong data analysis skills to slice data by important attributes and uncover compelling learnings.
• Connect the dots between research findings and first-party Ollie data, applying what you learn to make well-rounded business recommendations.
• Present your findings in an engaging and powerful way to colleagues and leaders and contribute to the democratization of data by sharing where applicable across the org.
• Alongside Ollie’s Director of Member Experience, you will maintain the health of Ollie’s Customer Insights program by contributing to the team roadmap, ensuring projects stay on track & on budget, and monitoring response rates.

Who You Are:

• You have 5-7 years of experience in consumer insights with experience applying learnings to business decisions. More than simply collecting & handing off data – we care deeply about applying it to make strong recommendations that move Ollie forward!
• You are a skilled researcher: you know how to pair the right methodology with the right objective and are skilled at asking questions in highly strategic, non-leading ways, to yield high-quality data.
• You have an innate ability to “find the story,” and are skilled at explaining your rationale & presenting your recommendations to others, including Senior- and Executive-level leadership.
• You have vast data analysis skills (Excel/Google Sheets) & experience layering in CRM/database information to uncover a deeper understanding. Bonus if you have prior experience utilizing data vis tools such as Looker or Lightdash.
• You are a self-starter, have a high EQ and possess a keen curiosity to learn and grow.
• You have extensive experience juggling multiple projects simultaneously and collaborating with stakeholders across different functions.
• It’s a plus if you have direct experience with Ollie or the premium pet industry, and are tapped into how the competitive landscape is evolving. It’s a must that you are passionate about this fast-growing space!
• It’s a plus if you have experience with sensory testing or running research on food & beverage consumer products.
• You have at least a college degree in marketing, business, or a related field.

What You’ll Get:

• Competitive salary and a stake in the company
• Sponsored 401k program with employer match up to 4%
• Comprehensive health coverage including medical, dental and vision
• Unlimited vacation policy that you’re encouraged to use
• Paid parental leave
• 1-week paw-ternity leave for new dog parents
• Free Ollie subscription
• Inspiring pack members!

What We Value:

Keeping Dogs At The Heart

Our profound love for dogs unites us and drives and inspires every aspect of our business. We wholeheartedly believe dogs make us better in life and at work.

Being Courageous And Kind

We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and different ideas and ways of working together.

Setting New Standards

We believe in continually raising the bar, never settling for less than our best as a team and individuals. We keep improving from the quality of our products to our customer experience to how we work.

Making Ollie The Best Chapter

We are building an impactful business while making memorable experiences with one another. We celebrate our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a milestone in our careers.

If you’d like to stand out, tell us in your cover letter why you’re interested in joining Ollie and how your skills match the responsibilities detailed in this posting.

Ollie embraces diversity and equal opportunity. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.
 

Customer Care Advocate

Title: Customer Care Advocate

Location: United States

Job Description:

Pie’s mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance.

Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make.

The Customer Care Advocate is a key role for the Pie Claims team. In this role you will be responsible for handling intake and inquiry telephone calls for both our Workers’ Compensation and Commercial Auto lines of business. The Customer Care Advocate will be the first point of contact for our customers, resolve customer issues and concerns, and deliver industry leading customer service.

How You’ll Do It

• Provide responsive, timely, and relevant service to customers and claimant
• Handles intake and inquiry calls effectively with customers and cross-functional partners to provide excellent customer service.
• Maintains SLA’s set by Claims Operations team in a consistent and efficient manner.
• Works as a team member to handle: First Notice of Loss calls for Workers’ Compensation and Commercial Auto lines of business, customer questions, claim documentation and follow-up communication. In addition, may assist the Shared Services team with claims clerical work on an ad hoc basis.
• Maintain a high level of performance measured by traditional and contemporary call center performance indicators and behaviors.
• Model the behaviors and strategies necessary to successfully interact with and resolve issues for internal and external customers
• Applies Workers’ Compensation and Commercial Auto training and knowledge to intake and inquiry questions, handling concerns and working through production tasks.
• Build relationships with partners and internal teams to provide consistent, excellent communication with customers.
• Seek resolutions to issues while also anticipating ways in which to prevent future issues.
• Voices the customer’s needs and advocates for the customer and their perspective.
• Participate in ongoing training and on-boarding for personal growth and team collaboration
• Support the on-boarding and training of Pie’s newest hires and teams, including process training, feedback and assisting in building out resource and training material.

The Right Stuff

• A high school diploma or GED is required
• Some post secondary education, such as college coursework/certification/training is preferred.
• 1+ years experience in Customer Service or a Call Center is required.
• 1+ years of experience in Workers’ Comp and Comm Auto is preferred.
• Experience working with some of the following systems: G-Suite Tools, Salesforce, and Slack is desired
• Advanced customer service skills to deliver the best experience for all customers, both internal and external.
• Skillfully manage multiple systems, platforms, and tasks.
• Self-organized and able to ensure that things are taken care of for our policyholders and for Pie.
• Ability to collaborate and work well in a team environment.
• Adept in calmly defusing difficult situations.
• Ability to take a frustrated and unhappy policyholder or partner interaction and situation and turn it into one of mutual understanding, satisfaction, and even loyalty building.
• Proficient communication skills to build strong and lasting relationships.

Base Compensation Range

$19.25 – $23 USD

Compensation & Benefits 

• Competitive cash compensation
• A piece of the pie (in the form of equity)
• Comprehensive health plans
• Generous PTO
• Future focused 401k match
• Generous parental and caregiver leave
• Our core values are more than just a poster on the wall; they’re tangibly reflected in our work

Our goal is to make all aspects of working with us as easy as pie. That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer , we work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges.

Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members.

Location Information 

Unless otherwise specified, this role has the option to be hybrid or remote. Hybrid work locations provide team members with the flexibility of working partially from our Denver office and from home. Remote team members must live and work in the United States* (*territories excluded), and have access to reliable, high-speed internet.

Additional Information

Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Pie Insurance participates in the E-Verify program. Please click here, here and here for more information.

Pie Insurance is committed to protecting your personal data. Please review our Privacy Policy.

Pie Insurance Announces $315 Million Series D Round of Funding

Built In honors Pie in its 2024 Best Places to Work Awards

Pie Insurance Named a Leading Place to Work in Colorado

#LI-REMOTE

#BI-REMOTE 

Customer Service Support Representative – Chinese Speaking, DentaQuest

U.S. Employees (Remote)

Full time

job requisition id

JR00103923

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues – experts in their fields – who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients – who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Location: We support US flexible working arrangements in the contiguous 48 states.

At Sun Life, we look for optimistic people who want to make life brighter for ourClients.We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work.Every day,you’ll be empowered and challengedbyworking withdynamic colleaguesto find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity:
The Customer Service Representative interacts with customers to provide and process information in response to general inquiries, concerns, and requests about products and services. The CSR must project a professional company image and provide excellent customer service by corresponding with customers via any of customer contact channels.

LOOKING FOR CHINESE SPEAKING CANDIDATES

How you will contribute:

• Responds to customer inquiries in a courteous and professional manner.
• Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.
• Thoroughly and completely document all customer interactions.
• Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
• Provides direction on the usage and benefits of self-service tools.
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
• Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role.
• Meets or exceeds individual, department, and client specific goals.
• Contributes to the success of the organization by suggesting ways to improve the service delivery processes.

What you will bring with you:

• High School Diploma or Equivalent.
• 2 years of experience in a high-volume customer service environment.
• Proven professional verbal and written communication skills.
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications.
• Strong organizational skills and attention to detail.
• Ability to work alone and with a team.
• Ability to learn quickly and adapt to a fast-paced production environment.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
• Critical thinking and problem-solving skills.
• Ability to tolerate repetitive work without compromising accuracy and service levels.
• Required to attend additional training as requested/deemed necessary.

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

Not ready to apply yet but want to stay in touch? Join our talent community (https://pages.beamery.com/sunlifecareers/page/join-us-canada) to stay connected until the time is right for you!

Life is brighter when you work at Sun Life

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Great Place to Work® Certified in Canada and the U.S.
• Named as a “Top 10” employer by the Boston Globe’s “Top Places to Work” two years running

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a California resident, the salary range for this position is:

• Southern region: $41,100 – 58,380 annually
• Northern region: $43,900 – 62,380 annually

If you are a Colorado or Nevada resident, the salary range for this position is $37,200 – 52,800 annually.
If you are a Connecticut or Maryland resident, the salary range for this position is $39,000 – 44,550 annually
If you are Washington or Rhode Island resident, the salary range for this position is $41,100 – 58,380 annually
If you are a New York resident, the salary range for this position is $43,900 – 62,380 annually
We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

Job Category:

Call Centre

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran 

Customer Care Representative, Part-Time

Job Details

Remote Type

Fully Remote

Salary Range

$20.00 – $20.00 Hourly

Description

Customer Care Representative, Part-Time

If you’re looking for an enjoyable place to work that values your ideas, encourages your growth, rewards you for your excellence, and prioritizes work-life harmony, join us!

Who We Are

Our founder, Louise Hay, had one wish – to help people improve the quality of their life. Her desire underscores everything we do for our customers, our authors, and our employees. As the largest publisher of personal development books, events & courses we offer a diverse range of products and resources that empower, educate, and inspire. We know that the words we publish can have a deep, lasting impact on peoples lives and we’re dedicated to using our talents to support positive change in the world by helping all people grow in mind, body, and spirit. We love what we do, and we hope you will too.

Position Summary

Our Customer Care department is looking for a part-time skilled technical support individual to join our team! The ideal candidate brings a positive attitude, thrives on challenges, is solution-driven, and is experienced in providing direct-to-consumer and technical support.

Responsibilities and Expertise

• Provide dynamic customer support through diverse channels including email, live chat, and phones
• Serve as a Zendesk automation power-user, proficient in designing and implementing automated solutions to enhance efficiency, responsiveness, and overall effectiveness in customer support operations.
• Adapt to the evolving landscape of customer interactions, going beyond routine processes to address complex issues
• Demonstrate flexibility and adaptability by engaging in dynamic tasks and collaborating across departments to resolve issues efficiently.
• Utilize various tools and features, including AI assistants and external applications, to enhance both agent and customer experiences in an omnichannel environment.
• Embrace the challenge of becoming a product specialist for various product lines, acquiring technical expertise, and handling escalated situations with empathy and precision.
• Maintain satisfaction levels while providing exceptional service to a large volume of calls, emails, and live chats.
• Keep accurate records of all customer interactions and transactions by recording details.
• Manage sensitive payment processing information with utmost discretion, ensuring the accurate and secure processing of orders, refunds, exchanges, and cancellations in compliance with stringent security protocols
• Troubleshoot and resolve technical issues.
• Communicate and report user feedback to department management, actively contributing to the enhancement of the overall customer experience.
• Follow and maintain company standards, policies, and procedures during all customer interactions.
• Showcase a dedication to ongoing learning and growth, challenging and surpassing outdated stereotypes linked to traditional customer service roles.
• Achieve and surpass individual as well as team objectives in both sales and service performance.
• Follows and occasionally creates/edits Standard Operating Procedures including, but not limited to, Web Security, GDPR and CCPA related processes, inventory and fulfillment processes, payments processes, etc.
• Performs a variety of administrative duties in support of own projects and customer care/web/marketing teams.
• Supports any additional requests for new projects and evolves with the digital marketplace.

Skills, Knowledge & Abilities

• Zendesk proficiency, with working knowledge of workflow configuration, trigger setup, and macro creation for streamlined customer support.
• Accomplished customer service professional, skilled in handling diverse inquiries with a proven record of excellence.
• Tech-savvy and adaptable with a positive, friendly demeanor
• Strong verbal and written communication
• Maintains composure in high-pressure situations
• Self-motivated team player, excelling in independent or collaborative settings.
• Exceptional listening skills, providing swift and effective solutions to customer needs.
• Advanced troubleshooting skills, approaching challenges with a persistent, solutions-oriented mindset.
• Efficient multitasker, prioritizing responsibilities for timely issue resolution.
• Committed to problem-solving excellence and critical thinking in addressing complex challenges.
• Proficient in managing high chat and email volumes with efficiency and quality.
• Detail-oriented with expertise in processing orders, refunds, exchanges, and cancellations accurately.
• Team-focused achiever, fostering positive collaboration and contributing to shared goals.
• Skilled in browser-based phone systems, ticketing, and live chat platforms for seamless communication.
• Comfortable working in the mind-body-spirit genre

Education and/or Experience

• High school diploma
• 2+ years of prior work experience with online web customer support via voice software, email ticketing system, live chat, and other CRM systems
• 1+ years of experience in technical support and troubleshooting.
• Prior experience working remotely
• Prior experience in Zendesk Talk, Live Chat, and Support Ticketing system
• Prior experience in Digital Media Support (troubleshooting online courses, memberships/subscriptions, media sales, video streaming, and audio downloads)

The tentative work schedule for this part-time position is Monday through Friday, from 9:00 AM to 2:00 PM Pacific Standard Time.

Why Should You Apply?

• Remote
• Meaningful Work
• Flexible Work Week
• Great Benefits

Benefits

• Up to 3 weeks per year of Paid Time Off (PTO)
• Eligible for up to 9 paid holidays, a floating holiday, and 4 Winter Break days.
• 401(k) with up to 6% company match after 1 year.

Embracing Diversity & EEO

Hay House is committed to having a diverse workforce that embodies and reflects the diversity of our global community. As part of this commitment to equitable opportunity and inclusion, we strongly encourage applications from all individuals inclusive of all genders, ethnicities, abilities, sexual orientations, ages, socio-economic backgrounds, religions, and beliefs.

Additional Information

Hay House participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: https://www.e-verify.gov/employees 

Customer Service Specialist

Fully Remote • OH

Job Type

Part-time

Description

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

What’s Next?

To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response.

Requirements

• Ohio residence preferred
• Must be a self-starter
• Must demonstrate a passion for providing outstanding service
• Must maintain composure across a variety of customer and peer interactions
• Experience working in a team environment (IE cooperating with co-workers, joint problem solving etc.)
• Routinely demonstrates listening skills and is attentive to the needs of those you will be assisting
• Excellent verbal communication skills including correct grammar and pronunciation along with tone and pitch
• Ability to remain calm under pressure in a fast-paced contact center environment
• Ability to remain calm while taking back-to-back calls
• Ability to show empathy for those that may be frustrated or anxious
• Ability to pay attention to detail and multitask while navigating through multiple programs and information
• Ability to use a computer quickly and accurately
• Must possess the ability to remain poised in high stress situations
• Must be willing to conquer goals and challenges
• Must type at least 30 WPM
• Ability to be flexible and handle changes efficiently
• Must be proficient in Excel, Word and Outlook Office products

Additional Requirements

• Must pass a criminal background check paid for by us (Direct Interactions)
• Legally able to work in the United States
• Must be a current resident living in the United States
• Must have at least a high school diploma or equivalent

Job Details (what you will be doing)

• Process, navigate and research unemployment insurance claims
• Answer incoming calls via computer software and assist customers with complex issues regrading their specific situation
• Research information in databases to resolve complex customer issues
• Maintain composure in escalated situations
• Operate accurately and efficiently in a fast-paced environment
• Handle multiple responsibilities at one time

Training

• Training is done virtually and will consist of virtual instructor led and self-paced learning
• You must first attend a mandatory orientation session
• Orientation, training & nesting spans across 9 days and is all paid
• 100% attendance is required in all phases of the on-boarding process (orientation, training & nesting are mandatory

Orientation/Training Schedule

Orientation

Date and Time: Tuesday November 19, 2024 12pm EST (1 hour session)

Training Dates week 1

Day 1: Wednesday November 20, 2024 Time: 10am EST -5pm EST

Day 2: Thursday November 21, 2024 Time: 10am EST -5pm EST

Day 3: Friday November 22, 2024 Time: 10am EST -5pm EST

Day 4: Monday November 25, 2024 Time: 10am EST -5pm EST

Day 5: Tuesday November 26, 2024 Time: 10am EST -5pm EST

Training Dates week 2

Day 6: Wednesday November 27, 2024 Time: 8am -5pm EST

Day 7: Friday November 29, 2024 Time: 8am -5pm EST

Day 8: Monday December 2, 2024 Time: 8am -5pm EST

(More information about the times of the 2nd week of training will be discussed in class)

*we are letting you know beforehand what a training schedule may look like

Shifts

• Agents must be available to work at least 20 hours per week within the hours of operation noted below

Hours of operation for the client

Monday- Friday 8:00 am to 5:00 pm EST

• At least 20 hours per week are required (you select when you can work with the exception of Monday)
• This role is considered part time with the opportunity for full time, based on business needs

**8 HOURS WORKED ARE REQUIRED EVERY MONDAY NO EXCEPTIONS**

if a holiday falls on a Monday, the 8 hours become mandatory on the following Tuesday

Pay Rate

• $15.00 per hour plus benefits and performances bonuses
• This is a W2 (employee) position
• We are paid biweekly via direct deposit
• All mandatory events are paid (orientation, training & nesting)

Employee Benefits

• Accrued paid time Off (PTO)
• Sick time
• Health and Medical/Dental insurance plans are available after 60 days worked

Technical Requirements

• Desktop or laptop; Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible
• Operating system – Windows 10 or higher
• Your computer must have at least 8GB of RAM installed and a Processor speed of 2.00GHz or higher
• US based Internet service provider (ISP)
• High-speed Internet via hard wired ethernet connection, no Wi-Fi, satellite or cellular hotspot or cellular internet
• USB wired headset with noise-canceling microphone
• A smart phone that is less than 3 years old that you are able to install our required software on for multifactor authentication (used for our programs authentication process and not for work)
• Must have an operational web cam
• A second monitor is not required, but strongly recommended

*If you are selected, your offer is contingent upon successfully completing and passing a background check and a technical assessment of your PC performed by our IT team.

Currently, Apple computers or tablets (Mac laptop, iPads or desktops), Windows Mini PCs/streaming laptops, Chromebook, and Android systems are NOT compatible with any of our client’s software.

*There are NEVER any fees associated with applying or working for Direct Interactions.

THIS OPPORTUNITY IS NOT AVAILABLE IN CALIFORNIA, WASHINGTON, ILLINOIS, CONNECTICUT OR NEW YORK AT THIS TIME

Salary Description

15.00 

Title: Customer Service Operations Supervisor

Location: Remote

Job Description:

Garner’s mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.

The Role

We’re seeking an experienced, full-time Customer Service Supervisor to lead a team of Associates and Senior Associates within our fast-growing, member-focused Concierge team. The role is focused on delivering a best-in-class member experience by digitally engaging to help members find the right healthcare for their needs. This role reports to the Vice President of Concierge.

Concierge serves as the voice of Garner, so you should be passionate about customer service and helping people solve their problems, and translating that to larger-scale preventive solutions. In this role, you will become an expert on Garner’s product, standards, and the needs of our members. You will lead a team of Associates who serve as the first line of support for members. In your role as Supervisor, you will manage your team to better quality outcomes, ensure we hit our operating metrics, serve as an escalation point for complex member issues, and identify trends that inform continuous improvement.

To ensure we have coverage for Garner users, the Customer Service Supervisor will be on call during business hours as needed. Current service operates weekdays during East Coast business hours, though that may change in the future as needs dictate. Garner is headquartered in NYC, but this position is remote.

Responsibilities will include:

• Delivering exceptional service to our members on the most complex tickets via phone, chat, and email, offering education and guidance to help them understand their benefit and find the right provider
• Overseeing the overall performance of Concierge Associates’ quality and efficiency and ensuring all key performance metrics are being met
• Championing high quality member interactions by reviewing work regularly and providing thoughtful, strategic coaching that empowers team members to grow
• Cultivating growth with personalized performance plans and mentorship for direct reports, fueling each team member’s professional journey
• Ensuring we are properly staffed and responding to members in a timely manner according to our staffing plans
• Distilling gaps in complex or escalated member interactions and synthesizing them in a clear manner to internal stakeholders
• Staying and keeping your team close to workflow and policy changes in a rapidly changing work environment to ensure members are receiving accurate responses
• Identifying trends in team performance and translating that to actionable feedback recommendations
• Maintaining detail-oriented working knowledge of employer health benefits and insurance
• Being a subject matter expert in member-facing issues

Ideal candidate has:

• Minimum of 3 years relevant experience with increasing levels of responsibility in a customer support or operations role
• A passion for helping people solve their problems, with an ability to think creatively and empathetically while staying calm under pressure
• A desire to work in a rapidly evolving startup environment
• A high level of process-orientation, digital organization, and resourcefulness
• Managing a team and driving excellent results
• Strong time management and organizational skills
• A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
• Experience working in a rapidly evolving startup environment
• A desire to be a part of our mission to improve the U.S. healthcare system

What we look for at Garner:

• Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
• Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
• Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them.
• Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way.

The target salary range for this position is: $80,000 – $90,000. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation this role is eligible to participate in our equity incentive and competitive benefits plans.

Garner Health is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Garner Health is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at talent@getgarner.com.

Beware of job scam fraudsters! Our recruiters use getgarner.com email addresses exclusively. We do not post open roles on Indeed, conduct interviews via text, instant message, or Teams and we do not ask candidates to download software, purchase equipment through us, or to provide sensitive information such as bank account or social security numbers. If you have been contacted by someone claiming to be a Garner recruiter or hiring manager from a different domain about a job offer, please report it as potential job fraud to law enforcement here and to candidateprotection@getgarner.com 

Title: Senior Customer Marketing Manager

Location: United States

Job Description:

The next chapter of our growth story needs YOU!

At Go1, we’ve grown from humble beginnings into the world’s largest aggregator of educational content, but we do it with heart and play as one team. We give organizations and their employees access to the largest curated e-learning library on the planet, empowering millions of people to unlock their positive potential. Endlessly curious, collaborative, and inspired by life-long learning, we may come from different backgrounds, but we share the same vision: to reach a billion learners as we unlock positive potential through a love of learning. Our success is owed to our people. Every win… every idea… every extra mile. They’ve made us who we are. And there’s so much still to do – so much opportunity for you to own. Together, we’re on a path to improving a billion lives and a culture where everyone can thrive.

We’re looking for an experienced Senior Customer Marketing Manager to join our Marketing team and play a crucial role in helping our customers maximize the value of their investment with Go1. This role is ideal for a strategic, creative, and data-driven marketer who thrives in a dynamic environment and is skilled at engaging enterprise customers across multiple channels.

In collaboration with the Customer Experience team, the Senior Customer Marketing Manager will focus on driving engagement, retention, and expansion by building customer-centered marketing initiatives. This role requires a strong understanding of customer lifecycle marketing, with an emphasis on creating impactful, high-value experiences for both admins and learners.

Key Responsibilities

Value Realization & Engagement

• Lifecycle Programs: Develop and implement customer lifecycle communications to guide customers through onboarding, activation, adoption, and renewal, ensuring they realize the full value of Go1. This will be done in partnership with the Customer Experience team.
• Surprise and Delight: Create unique and memorable programs that build customer loyalty and advocacy, enhancing customer satisfaction and long-term retention.

Drive Retention & Expansion

• B2B2C Engagement: Help customers increase engagement with their employees by empowering customers with creative internal promotions and awareness campaigns.
• Campaigns & Webinars: Create and execute multi-channel campaigns and webinars focused on driving value at scale and promoting key themes such as learning culture, user engagement, and platform utilization to reinforce Go1’s value.
• Customer Events: Bring customers together through high-quality in-person events.

Resource Creation for Customer Success Hub

• Customer Resources: Develop resources that support Customer Success (CS) efforts, helping to drive customer self-service, engagement, and satisfaction.
• Content Creation: Collaborate with Customer Success and Product Marketing teams to create guides, tutorials, and content that encourage customers to make the most of Go1’s platform.

Measurement & Success Metrics

• Gross Revenue Retention (GRR): Ensure high levels of retention by delivering value-driven marketing efforts that contribute to a stable customer base.
• Net Revenue Retention (NRR): Drive upsell and expansion opportunities to increase customer lifetime value.
• Engagement Metrics: Track and report on engagement metrics, including ARR and Quarterly Active Learners, to evaluate campaign effectiveness.
• Customer Satisfaction (CSAT): Improve CSAT by delivering relevant, engaging content and programs that enhance the customer experience.

We would like to meet you if you have:

• Experience: 5+ years in customer marketing or a related field within a SaaS, B2B, or tech environment; experience with B2B2C engagement strategies and in-product marketing is a plus.
• Strategic & Data-Driven: Ability to think strategically while also analyzing data to measure the effectiveness of marketing initiatives.
• Campaign & Program Management: Proven experience designing, executing, and optimizing marketing programs across multiple channels (email, live events, webinars).
• Customer-Centric Mindset: Strong focus on understanding customer needs and creating experiences that drive value realization, retention, and engagement.
• Excellent Communication Skills: Strong written and verbal communication skills with an ability to create compelling content for customer resources.
• Collaboration Skills: Able to work effectively with cross-functional teams, including Customer Success, Product, and Sales, to align efforts and drive customer outcomes.
• Located within the Pacific time zone.

At Go1, your base pay is one part of your total compensation package. This role pays between $130,000 and $160,000 and your actual base pay will depend on your skills, qualifications, and experience. This role is also eligible for the employee bonus plan and employee stock options.

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.

While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don’t exactly meet the criteria above.

#LI-REMOTE #LI-DH1

Perks and Benefits

What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an outstanding bunch of people, but you’re also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Insurance benefits with generous premium coverage
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One time work from home office set up budget
• Unlimited access to the Go1 Learning Hub, and mentorship program
• Professional development fund
• Volunteer leave to give back to the community
• PTO + Wellbeing days
• Flexible public holidays – take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience. 

Title: Executive Assistant to the Head of Technology

Location: United States – Remote

Job Description:

Invisible is the operations innovation company transforming how companies are built and run.

We are a tech-enabled service providing solutions to the world’s most complex business problems. Driven by our proprietary process orchestration platform, we seamlessly integrate advanced AI and automation with a global network of thousands of experts. This powerful combination delivers new capabilities and eliminates barriers to execution for our clients, unlocking unprecedented efficiency, scale, and growth opportunities.

Invisible has experienced exponential growth, quadrupling in size year over year for the past three years. At the beginning of 2024, we surpassed an Annual Recurring Revenue (ARR) of $100 million and continue to grow at speed. Operating as a profitable business, we maintain near complete ownership, with a firm foundation built on creating long-term shareholder value. We are excited to create paths to ownership for our specialist roles, providing opportunities for significant personal, professional, and financial growth.

About The Role

As the Executive Assistant to the Head of Technology, you will play a vital role in supporting the operational efficiency of our technology leadership. You’ll manage the Head of Technology’s day-to-day activities, ensuring they have the bandwidth to focus on strategic initiatives. This position is perfect for a highly organized individual with experience in fast-paced, remote environments.

What You’ll Do

• Efficiently manage the Head of Technology’s schedule, ensuring meetings are prioritized and time is optimized.
• Coordinate and prepare materials for meetings, including setting agendas, taking detailed notes, and following up on action items.
• Act as a liaison between the Head of Technology and both internal teams and external partners, ensuring clear and effective communication.
• Handle complex travel arrangements, including planning detailed itineraries and compiling necessary documents for meetings.
• Organize and maintain important documents, keeping everything accessible and up-to-date.
• Plan and coordinate tech-focused events, conferences, and meetings, both virtually and in person.

What We Need

• Minimum of 5-7 years of experience as an Executive Assistant supporting Technology or Engineering executives in high-growth, remote technology companies.
• Exceptional organizational and time-management skills; ability to handle multiple priorities with minimal supervision.
• Excellent verbal and written communication skills with high emotional intelligence (EQ) to navigate sensitive personalities and complex dynamics.
• Proficiency with productivity and collaboration tools such as Google Workspace, Slack, Notion, and Zoom.
• Ability to thrive in a remote, fast-paced, and constantly changing environment.
• Strong attention to detail and a proactive approach to problem-solving.
• Flexibility to work hours that overlap with the Head of Technology’s schedule, ideally US EST or flexibility to work US EST hours.

What’s In It For You

We believe in recognizing exceptional work with exceptional benefits. That’s why we empower our Specialists to work remotely around the world on a schedule that suits their lifestyle.

Compensation:

• Base Salary Range: $110,000 – 130,000

The amount listed above is the expected annual base salary range for this role, subject to change.

Country Hiring Guidelines:
Invisible hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

Privacy Policy:
All candidates and residents of California may visit our Recruitment Privacy Policy and Notice at Collection here.

Accessibility Statement:
We are committed to providing reasonable accommodations for individuals with disabilities. If you need assistance or accommodation due to a disability, please contact our Talent Acquisition team during the recruitment process at accommodation@invisible.email.

Equal Opportunity Statement:
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status, or any other basis protected by law.

You may view Invisible Pay Transparency Policy, and Equal Employment Opportunity is the Law notice, by clicking on the corresponding links.

Due to a high volume of candidates, Invisible may use automated decision-maker technologies to filter candidates based on response to our application questions and other provided information. Our use of automated decision-making enables us to be efficient by providing a manageable list of possible candidates that meet our mandatory hiring criteria. If you object to our use of automated decision-making please contact us. 

Title: FINRA (6/63 or 7/63) Customer Service Representative – REMOTE Nationwide

Location: Franklin United States

Job Description:

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company over 160 years ago. Today, they’re just a few of the reasons why people choose to build careers at Northwestern Mutual.

We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they’re passionate about.

Expertise

• Bachelor’s or Associate Degree preferred
• 2+ years of operations and/or service experience in the financial services industry
• FINRA licensure preferred (SIE, Series 6 & 63)

Your Role

You will serve as the primary point of contact for our clients, their Northwestern Mutual Financial Representatives, and supporting staff members. Your goals will include aligning to quality and productivity metrics specific to your team’s product and service benchmarks. You will become a vital contributor to our positive environment and demonstrate a strong commitment to collaboration and shared success.

Skills & Experience You Bring to Northwestern Mutual:

• Excellent interpersonal and written communication skills.
• Analytical problem solver adept at solving complex problems and exercising judgement.
• Knowledge of insurance, investment or financial markets.
• Aptitude for understanding technology and how software, systems and applications influence the customer experience.

How We Think/Act/Do

• Supporting business needs and challenging the status quo, while maintaining a “client first” mentality.
• Optimizing the customer experience and cultivating brand loyalty through teamwork and relationship building with our clients and field representatives.
• Driving high satisfaction, quality and efficiency as a brand ambassador and primary point of contact for both our client’s and field representatives; helping them resolve issues from start to finish.
• Demonstrating the ability to “think on your feet” in ambiguous situations, while driving innovation through curiosity and an understanding of Northwestern Mutual’s superior product value.
• Proven dependability, bringing energy and excitement to you and your team’s daily routine. Required Certifications: SIE – FINRA, Series 6 – FINRA, Series 63 – FINRA Primary Duties and Responsibilities

#LI-Remote

Compensation Range:

Pay Range – Start:

$20.93

Pay Range – End:

$31.39

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.

Job Posting End Date:

06/06/2025

The timeline for this job posting may be shortened or extended based on organizational needs

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now!

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.

Customer Service Representative

Customer/Tech Support

Remote, United States

Description

Position at AOP and Ignite Christian Academy

Great Purpose. Great People. Great Opportunities.

At Imagine Learning we empower potential by creating educational solutions that inspire boundless possibilities for every student, every day. We are passionate about innovating together to support educators in creating those special moments when students experience the joy of learning at its best.

We empower our team through a strong culture focused on career growth and development, flexible work arrangements, interesting and meaningful work, and supportive and connected colleagues. The majority of our employees enjoy the opportunity to work remotely from home within the US, or in a hybrid capacity in our offices in Tempe, AZ (headquarters), Austin, TX, Petaluma, CA, Rock Rapids, IA, Grand Rapids, MI, or Bloomington, MN.

Imagine Your Impact.

The Customer Service Representative provides customer service for AOP Christian Homeschool.

Position Type: This is a regular, part-time position. The selected candidate will begin their role in January 2025.

Compensation: Base pay is anticipated to be between $14.41 and $14.50 per hour. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location: In this US-based position your location will be remote from your home office.

Benefits: Eligible employees may receive the following benefits-

• 401k plan with a company match
• Flexible work schedules and work from home opportunities that foster work/life balance
• Employee referral bonuses

Additional benefits available to eligible full-time and partial full-time employees (partial full-time employees receive prorated benefits), include:

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums
• 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
• Paid Time Off
• Maternity and Fertility benefits
• Paid bonding leave when a new child joins your family
• Life and short and long-term disability insurance
• Pre-tax savings plans
• Paid volunteer hours and annual giving events
• A wide variety of professional development programs, including tuition reimbursement

Envision Your Experience.

In this role you’ll have the opportunity to:

• Respond positively to customer calls, emails, and other direct contacts in a timely manner.
• Communicate clearly, both written and in speech, to both internal and external customers.
• Resolve all concerns in the best interest of both the customer and the company.
• Determine customer’s needs and expectations to recommend specific products and solutions.
• Use multiple CRM’s at once to assist the customer.
• Other duties as required.

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

• High School Diploma or equivalent and 1-2 years of customer service experience; or an acceptable combination of education and experience.
• Experience with CRM systems is desirable.
• Exceptional verbal and written communication skills.
• Ability to prioritize job responsibilities and manage time effectively.
• Demonstrated ability to resolve difficult customer issues while maintaining professionalism with appropriate tone and manner.
• Detail oriented with ability to multi-task and follow through on all tasks.
• Self-motivated with the ability to work successfully in a team-oriented environment.
• Proficient in Microsoft Office software especially Outlook, Excel and Word.

Our Commitment to Diversity, Equity, Inclusion, and Belonging (DEIB+).

Diversity and inclusivity strengthen our Imagine Learning team, enrich our lives, and help us design equitable educational experiences where learners see themselves and can also learn about people, cultures, experiences, and perspectives different from their own. We strive to hire, develop, and retain talented people who represent the diversity of the districts we serve. By developing initiatives that focus on the needs, expectations, and lives of our people, we’ve created an inclusive environment where all employees can contribute to their fullest potential.

Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), gender identity or expression, transgender status (including whether or not you are transitioning or have transitioned), sexual orientation, marital status, religion (including religion dress and grooming practices), age 40 and over, physical or mental disability, medical condition, genetic information (including results of genetic testing and characteristics), veteran and/or military status, or service in the military, and any other basis or status protected under applicable federal, state, or local laws.

To all recruitment agencies: Imagine Learning does not accept agency resumes. Please do not submit candidates for consideration via our online application system, to Imagine Learning employees, or to any other organization location. Imagine Learning is not responsible for any fees related to unsolicited resumes.
 

**Type: Full time but we will consider internships.

Location: Remote (NY and CA) or Newark, NJ (hybrid).

We are seeking a rockstar Customer Success Associate to help drive our national expansion.
This is an entry-level position (0-2 years), and you will report to a Customer Success Manager.

Your role will be to serve as a liaison between customers and external partners/teams to coordinate calendars and schedule appointments. You will join a small team in an early-stage environment with massive potential. If successful, you will have the opportunity to grow into a Customer Success or Product role that is focused on automation.

This is an excellent opportunity to join a high-growth start-up and make an impact. We offer great benefits and a fun environment.

There are many opportunities to grow within the company and gain more responsibility.

**Company overview

At Fitnescity, we make lab testing accessible to everyone. We’re building the largest platform of consumer health tests.

Fitnescity partners with leading labs, hospitals and local clinics nationwide to offer consumer-facing tests for physical wellbeing, nutrition and preventative health.

**Core Tasks

Own calendar management and coordination (scheduling / rescheduling appointments, time-zone management, etc.)

Coordinate reminders, task follow-ups and pinging customers and partners as needed to secure, reschedule appointments.

Answer customer queries via email, calls, and other communication platforms with templated responses.

Complete ad hoc tasks as delegated by the broader team.

**Requirements

Analytical with strong attention to detail.

Some experience scheduling appointments and coordinating calendars for multiple stakeholders simultaneously.

Some experience with client success and/or customer support.

Highly organized.

Experience with Calendly or similar.

Exceptional written communication skills.

Strong verbal communication skills (will have client-facing elements).

Customer empathy, patience and positive attitude.

Experience with Front, Zendesk or similar tools is a plus.

**Benefits

We offer generous benefits for Medical, Dental, Vision, 401(k) matching, life insurance, and "live local" payment incentive of $500 per month for local employees.

You will join a small team in a hybrid work environment (three days per week in the office). Remote opportunities are available.

We offer unlimited PTO.

Please include a short statement of interest with your resume. We look forward to hearing from you!

Contact information: jobs@fitnescity.com 

About Sigma360

Sigma360 is an MIT-incubated, venture-backed and founder led global data and analytics firm that helps clients manage AML/sanctions and reputational risk through the development and deployment of mission critical global screening, monitoring and investigative software.

Sigma360’s unique products leverage cutting-edge computer science and deep domain expertise to convert the world’s external data, alongside client data, into actionable insights that power decision-making at global financial institutions, corporates and governments.

Sigma360’s culture is one that is highly collaborative and that prizes innovation and problem-solving.

Position Description

Managing and solving issues raised by customers in close collaboration with the Director of Customer Success, Sigma360’s Product function and Sigma360’s Engineering team.

Your Role

• Provide support to existing customers, and conduct proactive ongoing outreach to customers to ensure the highest levels of satisfaction.
• Triage, handle and prioritize incoming business requests through collaboration with internal teams and external stakeholders.

What We Seek

The Customer Support Analyst role will require an in-depth knowledge of Sigma360’s products, as well as a comprehensive understanding of our clients usage of the products and the value they derive. Relationship management skills will shine while technical prowess and a data driven, value additive approach to all interactions will dictate success. Your work may require in person meetings, briefings over the phone and presentation of Sigma360’s products via web-based applications.

The ideal candidate is a proactive individual who has a track record of providing excellent customer support. The candidate will become passionate about Sigma360’s products and the clients they serve to ensure the highest levels of satisfaction. The candidate is not afraid to try new things and brings a “can-do” approach to ensuring the success of Sigma’s clients.

Candidate Qualifications

• At least One (1) to five (5) year
• Experience in managing day to day support operations
• Knowledge of MS office and CRM software, preferably Hubspot
• Talented and professional communicator, both verbally and written
• Self-motivated, dedicated, and driven to succeed
• Love to meet and exceed goals on a daily, weekly and monthly basis
• Team player with entrepreneurial spirit
• Positive, aggressive, goal-oriented attitude

What We Offer

• Unlimited opportunity to grow in a fast-growing company
• Highly competitive compensation, company stock and commission
• Collaborative team that deeply values innovation and problem-solving
• Generous leave and work-from-home policies
• Health insurance, dental
• Opportunity for international travel

Sigma360 is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, familial status or veteran status. 

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense) while providing our fuel stop partners access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey.

As a Customer Support Team Lead, you’ll be at the heart of Mudflap’s mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You’ll play a vital role in helping small trucking businesses thrive by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on leadership role where you’ll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience. If you’re excited about making a real daily impact and love a fast-paced, dynamic environment, we’d love to have you on our team!

Expectations (In this role, you will):

• Be obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfaction
• Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly
• Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats and other customer-facing interactions for quality assurance and deliver frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience
• Be an exemplary role model for the team, living out our values and modeling agent best practices
• Serve as a deep subject matter expert on the Mudflap product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability
• Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

Experience (What we look for):

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents - and - 4+ years in remote customer support role within fintech or tech startup environments
• Bilingual: Fluency in both English and Spanish preferred
• Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)
• Prior experience managing projects or process improvement initiatives
• A true passion for customers and delivering world-class service
• Outstanding communication skills, both verbal and written
• You have a clear vision of what excellence looks like, and you bring the experience to build it
• You’re a natural leader who inspires and motivates those around you
• You’re a builder who isn’t satisfied with maintaining the status quo
• You are energetic, self-motivated, self-starting, and self-assured
• You are a multitasker with a high sense of urgency
• You love fast-paced environments with an “all hands on deck” approach
• You’re humble and eager to learn with a no-task-too-small mindset
• You enjoy using your sleuthing skills to problem-solve on behalf of customers

Perks and Benefits (What we offer):

• A remote-first company focused on hiring the best talent
• A committed team on a mission to change a massive industry for the better
• A high bar for quality and commitment to self-improvement
• An open mind to new ideas and methodologies
• Competitive salary and benefit options
• Opportunities and support for major career growth

The salary range for this role is $60,000 - $70,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation. This position may also be eligible for additional incentives such as equity awards or short-term incentives. Our benefits include medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO.

Shifts (When we work):

• 5 days a week/8 hours per day - Night shift: 8pm-4am PST / 11pm-7am EST (Sunday-Thursday)
• 4 days a week/10 hours per day - Night shift: 5pm-3am PST / 8pm-6am EST (Wednesday-Saturday)
• 4 days a week/10 hours per day - Weekend/Night shift: 6pm-4am PST / 9pm-7am EST (Friday-Monday)
• 4 days a week/10 hours per day - Weekend/Night shift: 11am-9pm PST / 2pm-12am EST (Friday-Monday)

Company Overview (Who we are):

Mudflap is on a mission to transform the trucking and logistics industry by leveling the playing field for owner operators and small fleets. Backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups and included in the Forbes Fintech 50 list, Mudflap offers fleet fuel management solutions. Our core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm and Brex.

Here are the core values that we believe in and look for in new teammates:

• Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
• Make it Count: Act like an owner by focusing on the impact of your work
• Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates
• Sweat the Details: We keep our standards high and achieve them by paying attention to every detail
• Be Curious: Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible 

*Company Overview: *

At Nume, we are transforming the landscape of digital health and wellness by integrating cutting-edge advancements in genetics, nutrition, and personalized care. Our mission is to empower individuals around the globe with innovative, customized treatment plans that prioritize their unique health needs and overall well-being. As we continue to expand our reach and impact, we are looking for a dedicated and compassionate Patient Care Coordinator to join our team. In this role, you’ll be instrumental in shaping and elevating the patient experience, ensuring every individual feels supported, understood, and empowered throughout their journey with Nume.

*Job Summary: *

As a Patient Care Coordinator focused on customer success and experience, you’ll be at the heart of our commitment to exceptional, compassionate care. This role is more than just support; you’ll act as a trusted guide for our patients, ensuring they feel understood, empowered, and connected throughout every step of their journey with us. From the first welcome call through each personalized check-in, you’ll foster meaningful connections that not only enhance patient satisfaction and loyalty but also create a positive, lasting impact on their health journey. This position is ideal for someone who thrives on building relationships and is driven by the opportunity to make a tangible difference in people’s lives every day, setting a new standard for patient experience in the digital health industry.

Key Responsibilities:

• Coordinate and optimize daily operations within our Patient Experience unit.
• Conduct warm welcome calls for new patients, setting a positive and reassuring tone from the very beginning of their journey.
• Establish and maintain monthly check-ins, offering support, gathering feedback, and fostering a connected community experience.
• Collaborate with core teams to continually enhance our patient experience strategies, keeping quality and personalization at the forefront.
• Maintain precise patient records, capturing essential feedback, questions, and milestones to support continuous improvement.
• Work closely with our healthcare professionals to ensure seamless communication and a unified approach to each patient’s experience.
• Identify opportunities for elevating patient satisfaction and retention, driving feedback-based initiatives that prioritize their needs and success.

Qualifications and Skills:

• Bachelor’s degree or equivalent experience in healthcare administration, business, customer success, or a related field.
• Proven experience in customer success or support roles, preferably within healthcare or digital health.
• Exceptional organizational skills, with an ability to balance multiple priorities and deliver an outstanding patient experience.
• Strong communication skills with a deep sense of empathy and emotional intelligence.
• Proficiency with CRM systems, scheduling software, and electronic health record systems.
• A passion for advancing women’s health and the enthusiasm to support our mission with commitment and integrity.

What We Offer:

• Flexible work options – remote, hybrid, contract, or part-time arrangements to suit your lifestyle.
• A competitive compensation package that values your expertise and impact.
• A collaborative, growth-oriented environment where mutual respect and learning are top priorities.
• Opportunities for continuous professional development and skill-building.
• A meaningful role where your work directly impacts the health and well-being of women globally.

Fully remote position with flexible working hours.

If you’re passionate about creating exceptional customer experiences and making a difference in global health, apply today to be part of Nume’s mission.

Keywords: Customer Success, Patient Success, Patient Engagement, Women's Health, Healthcare Administration, Patient Experience, Patient Support, Welcome Calls, Onboarding Specialist, Monthly Check-ins, CRM, EHR (Electronic Health Records), Digital Health, Health Tech, Empathetic Support, Healthcare Innovation, Women’s Empowerment, Patient Satisfaction, Customer Retention, Relationship Management, Patient Journey, Health & Wellness, Personalized Care, Preventive Health, Holistic Care, Patient Communication, Client Success, Remote Health Support, Virtual Health Services, Health Advocacy, Patient-Centric Care, Chronic Care Management, Health Engagement, Care Coordination, Healthcare Customer Service, Patient Loyalty, Health Coaching, Health Experience Manager. 

Customer Service Coordinator

US- Remote – # 3885

Location: All Locations

Type: Full-Time

Workplace: remote

Category: S&M

Job Description:

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.

GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com.

GRAIL is seeking a five (5) Customer Service Coordinator for our Customer Services organization. As a Customer Service Coordinator (CSC), you will contribute to the success and growth of GRAIL by delivering exceptional service experiences. Responsibilities include interacting with and supporting customers through a variety of communication channels, expertly guiding people to successful outcomes, troubleshooting issues, completing tasks that address customer needs, and documenting interactions. This position requires attention to detail, excellent written and verbal communication skills, and flexibility regarding tasks and schedule. The ideal candidate is customer-centric, passionate about helping people, a fast and willing learner, and highly accountable for following through on commitments.

CSCs may be assigned to, and rotate amongst, multiple teams and work activities within the Customer Services organization. Cross-training and rotations provide a valuable career development opportunity, exposing CSCs to many teams at GRAIL and different aspects of BioTech, while also enabling the Customer Services team to nimbly flex to meet customer needs.

Location:

This is a full-time role.

Position can be remote US based or hybrid at Menlo Park, CA, or Durham, NC.

Shifts generally fall between 8:30am-5pm in the Pacific or Eastern time zones, but we do need flexibility due to work assignments and business needs to include holidays.

Responsibilities:

• Customer Service Coordinators will:

Customer Interaction & Support:

• Handle incoming and outgoing customer interactions efficiently, with high quality, and via a variety of communication channels (e.g. phone, email, chat, fax, etc.)
• Provide accurate information and expertly guide people to achieve their task or goal
• Address customer issues, troubleshoot, and follow-through to ensure full resolution
• Perform assigned daily tasks that support customer satisfaction. Be present and on-time.

Documentation:

• Create and maintain accurate and detailed records of customer interactions, handling sensitive data appropriately and according to established procedures and best practices
• Use Salesforce.com and other customer service tools to capture and update contact information and other important details that help us engage with customers effectively in the future
• Document interactions during scheduled working hours

Product Knowledge & Service Standards:

• Stay informed and knowledgeable about GRAIL products, services, processes, and procedures, and use that knowledge to address customer needs
• Provide accurate information and guidance to customers based on their needs
• Meet performance metrics and service level agreements (SLAs)
• Strive to achieve high levels of customer satisfaction and ease of doing business with GRAIL

Team Collaboration:

• Collaborate with colleagues to share knowledge and solutions that help everyone be their best
• Participate in team meetings and training sessions, and complete all required training on time
• Escalate complex problems to senior team members or supervisors
• Be flexible in-role, performing tasks and assisting colleagues within Customer Service as needed

Communication:

• Clearly and effectively communicate with customers and colleagues
• Bring professionalism, positive demeanor, and the highest level of courtesy in all interactions
• Embody GRAIL values and communicate with others in accordance with these standards
• Report customer and employee feedback to help improve products, services, and processes

Preferred Qualifications:

• Successful Applicants should have the following:

Required Education & Years of Experience:

• High school diploma or equivalent, with 1-2 years of applicable customer service experience Or, Associate’s or Bachelor’s degree (BS/BA) with 1 year experience required
• At least one year experience in Life science / biotech / lab /healthcare providing customer support is required.m

Hard Skills Requirements:

• Ability to type at least 60 words per minute with minimum 98% accuracy
• Strong computer, internet, and software operation skills

Soft Skills Requirements:

• Excellent communication and interpersonal skills
• Strong attention to detail and willingness to ask questions to get to the right solution
• High degree of accountability and follow-through on assigned tasks and commitments
• Coachability and aptitude to accept and apply constructive feedback in a professional manner
• Flexibility regarding tasks and schedule and ability to embrace change through dynamic growth
• Ability to thrive working independently as well as within a highly-collaborative team environment

Preferred Experience:

• Proficiency in MacOS
• Hands-on usage of Salesforce.com customer relationship management (CRM) software
• Hands-on usage of other software applications and collaboration tools, such as Google Workspace, Confluence, Jira, Asana, Slack, etc.
• Track record of working efficiently and responsibly in a remote work environment
• Experience in customer service call center
• Past work in a fast-paced, high-growth company
• Bilingual proficiency- Spanish

Travel Requirements:

• Occasional travel (e.g. quarterly) may be required

Physical Demands & Working Environment:

• Physical demands associated with office work
• Desk setup including multiple monitors, audio headset, and keyboard
• Hours and days may vary depending on business and operational needs

The expected, full-time, annual base pay scale for this position is $ 41K-$48K Total Base Pay Range. Actual base pay will consider skills, experience, and location.

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace. 

Customer Support Associate

Remote – US

Type
Full time

EMPOWER OVERVIEW

Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we’re helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.

This year, Empower ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list — our third year in a row cracking the top 100 — and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America’s Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022’s Next Big Things in Tech.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles — we can’t wait to meet you.

THE EMPOWER WAY

Great Expectations: We come up with bold, audacious goals for ourselves and go all out for impact

Owner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forward

Spirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our view

Customer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our community

Inclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the table

No Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully

WHAT EMPOWER OFFERS

Competitive salary

Generous equity package

Full healthcare benefits

Technology expense reimbursement

Work from anywhere

JOB DESCRIPTION

The Customer Support Associate supports our customers by providing customer-focused assistance, handling customer inquiries on a daily basis, and helping with enhancing customer experience at Empower. You will work within the Customer Support team and collaborate with cross-functional teams. In addition, you will escalate leading trends and drivers and engage proactively with the team to help with improving the customer experience.

Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times a year.

RESPONSIBILITIES

Work on the frontline of the business: support calls, chat, and emails from our users

Resolve a customer’s issue with active listening and knowledge of our products and services

Collaborate with the team to resolve problems and deliver a top-notch customer experience by working on various customer support-related projects

Become knowledgeable of any pain points in Customer Support that our customers or team members are experiencing

Advocate for customers from within the organization and drive changes that can improve their experience

Proactively look for ways to improve our processes and the customer experience

QUALIFICATIONS

Motivated by Empower’s mission and determined to create a seamless support experience for our customer base.

1-2 years in a customer support role, preferably in the fintech industry

Demonstrated passion for the customer experience and the ability to solve problems with a short turnaround time for customers while maintaining a high level of empathy

Excellent verbal and written communication skills with the ability to explain complex topics in easily understood, concise language

Familiarity with banking regulations and payment processes; compliance is a plus

Ability to communicate cross-functionally and globally

Availability on some weekends and holidays when needed 

Title: Customer Experience Representative

Location: US Remote

Job Description:

Alt is on a mission to revolutionize investing by unlocking the value of alternative assets (collectibles first), a $60B+ market. Currently, we’re focusing on establishing ourselves as the dominant marketplace for trading cards, a $5B market, before taking on additional asset classes. Our platform enables users to exchange, invest, value, securely store, and authenticate their trading cards. And we envision a world where anything is an investable asset.

To date, we’ve raised over $100 million from thought leaders at the intersection of culture, community, and capital. Some of our investors include Alexis Ohanian’s fund Seven Seven Six, the founders of Stripe, Coinbase co-founder Fred Ehrsam, BlackRock co-founder Sue Wagner, the co-founders of AngelList, First Round Capital, and BoxGroup. We’re also backed by professional athletes including Tom Brady, Candace Parker, Giannis Antetokounmpo, Alex Morgan, Kevin Durant, and Marlon Humphrey.

Alt is a dedicated equal opportunity employer committed to creating a diverse workforce. We celebrate our differences and strive to create an inclusive environment for all. We are focused on fostering a culture of empowerment which starts with providing our employees with the resources needed to reach their full potential.

What We Are Looking For

We are seeking a Customer Experience Representative who is passionate about delivering exceptional service and making a significant impact as you represent Alt’s brand to our customers. As you interact with our customers and understand their inquiries, you will identify trends and areas of improvement and act as an internal ambassador for our customers to our Product, Engineering, and Operations teams. Our ideal candidate possesses strong communication skills, a sense of ownership, and thrives in a fast-paced, start-up environment. In this role, you will be entrusted with the responsibility of ensuring our collectors have a positive experience, requiring empathy and the ability to resolve complex inquiries effectively.

Key Responsibilities

• Engage with collectors through chat, email, and phone support, providing knowledgeable assistance regarding the auction process, card valuations, and other platform functionalities.
• Handle complex account questions and resolve issues with empathy and care.
• Document interactions and escalate issues as necessary to ensure quick resolution.
• Collaborate with cross-functional teams to enhance overall service quality and user satisfaction.
• Gather customer feedback to identify trends and suggest improvements to the user experience.

What You Bring to the Table

• Experience: 1-2+ years experience in customer service or a related field.
• Communication Skills: Strong written and verbal communication skills, with exceptional attention to detail and the ability to connect with users effectively.
• Technical Skills: Proficiency in using customer service software and ticketing systems, with experience in Intercom. Familiarity with tools such as Retool, Slack, and Notion is a plus.
• Empathy: A passion for helping others and an understanding of the importance of the customer experience
• Adaptability: Ability to multitask and manage time effectively while working collaboratively in a fast-paced, start-up environment.
• Industry Knowledge: Familiarity with the sports and collectibles industry is a plus, but a passion to learn is essential.
• Availability: This is a fully remote position with standard working hours between 9 AM – 6 PM PST, with some flexibility depending on location

Alt’s compensation package includes a competitive base salary benchmarked against real-time market data, as well as equity for all full-time roles. We want all full-time employees to be invested in Alt and to be able to take advantage of that investment, so our equity grants include a 10-year exercise window. The base salary range for this role is: $65,000 – $78,000. Offers may vary from the amount listed based on geography, candidate experience and expertise, and other factors.