Role Description
This roll will focus on leading our customer success operations including creating seamless client experiences, streamlining operations, coordinating onboarding and enrollment, and anticipating needs. Candidates should have operations and administration experience in consumer programs and a passion for turning feedback into better processes and outcomes.
Qualifications
- 2+ years of experience in customer success/operations.
- Excellent communication, problem-solving, and interpersonal skills
- Ability to multitask and prioritize in a fast-paced environment
Key Responsibilities
- Manage the onboarding process from first contact through activation, setting clear expectations and next steps.
- Serve as the primary point of contact for clients and families, maintaining clear, supportive communication. Track progress and follow up on any pending documents, signatures, or authorizations.
- Conduct regular check-ins and brief satisfaction surveys to support quality service and retention.
- Monitor client satisfaction and respond quickly to questions, concerns, or issues.
- Identify opportunities to improve the client experience and encourage appropriate service utilization.
- Collaborate with scheduling, billing, and caregiver management to keep daily operations running smoothly.
- Work with the leadership team to align customer success efforts with business goals.
- Share feedback from clients and caregivers to inform updates to services and policies.
You are:
- Empathetic & client-focused — dedicated to an exceptional experience for every client.
- Operationally excellent — detail-oriented with strong accuracy and efficiency.
- A clear communicator — strong verbal and written skills.
- Collaborative — effective with cross-functional teams.
- Accountable — you own results and client satisfaction.
Benefits:
- Pay Range: $60,000-$65,000
- Hours: 10:00 AM EST to 7 PM EST
- Equity
- Health Insurance
- Remote