What are the responsibilities and job description for the Specialist, Member Care position at Eden?
Description
Hiring Manager: Director of Member Experience
Job Title: Member Experience Specialist
Job Type: W2
Location: Remote
Who We Are
Join our team and help transform lives by delivering life-changing treatments and exceptional care. We offer a collaborative environment with competitive compensation, professional growth opportunities, and a mission-driven focus on maximizing value for both our business and customers. With a goal-centric culture that encourages risk-taking, self-empowerment, and transparency, you'll thrive in a fast-paced setting where making an impact is key.
Our Mission
We are on a mission to tackle America's metabolic health crisis by educating the public on its challenges and offering safe, science-backed treatments. With over 80 million Americans affected and $600 billion in annual medical costs attributed to metabolic disorders, we provide accessible solutions that empower people to improve their health and maintain lasting results. Our goal is simple: transform lives through education and effective, outcomes-driven care.
About The Role
As a Member Experience Specialist at Eden, you’ll be at the heart of our mission to transform America’s metabolic health. You’ll serve as the frontline of support for our members, guiding them through their health journey with empathy, knowledge, and a customer-centric approach. This role isn’t just about answering questions—it’s about providing a seamless, personalized experience that maximizes value for both our members and the business. As part of Eden’s commitment to 10x growth and constant innovation, you’ll complete a 30-Day Sprint Accelerator program, enabling you to dive deep into Eden’s culture, align with our values, and show how you can thrive in a dynamic, fast-paced environment.
Your Responsibilities
In this role, you’ll help drive Eden’s 10x growth and member satisfaction through proactive support, empathy, and process optimization.
What you bring to Eden
Eden is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Eden brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn.
Compensation at Eden will be determined by skills, experience, and geographic location. Eden has identified the expected annual base salary range for this role:
At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews coupled with your experience, location, and other job-related factors to determine final compensation.
Hiring Manager: Director of Member Experience
Job Title: Member Experience Specialist
Job Type: W2
Location: Remote
Who We Are
Join our team and help transform lives by delivering life-changing treatments and exceptional care. We offer a collaborative environment with competitive compensation, professional growth opportunities, and a mission-driven focus on maximizing value for both our business and customers. With a goal-centric culture that encourages risk-taking, self-empowerment, and transparency, you'll thrive in a fast-paced setting where making an impact is key.
Our Mission
We are on a mission to tackle America's metabolic health crisis by educating the public on its challenges and offering safe, science-backed treatments. With over 80 million Americans affected and $600 billion in annual medical costs attributed to metabolic disorders, we provide accessible solutions that empower people to improve their health and maintain lasting results. Our goal is simple: transform lives through education and effective, outcomes-driven care.
About The Role
As a Member Experience Specialist at Eden, you’ll be at the heart of our mission to transform America’s metabolic health. You’ll serve as the frontline of support for our members, guiding them through their health journey with empathy, knowledge, and a customer-centric approach. This role isn’t just about answering questions—it’s about providing a seamless, personalized experience that maximizes value for both our members and the business. As part of Eden’s commitment to 10x growth and constant innovation, you’ll complete a 30-Day Sprint Accelerator program, enabling you to dive deep into Eden’s culture, align with our values, and show how you can thrive in a dynamic, fast-paced environment.
Your Responsibilities
In this role, you’ll help drive Eden’s 10x growth and member satisfaction through proactive support, empathy, and process optimization.
- Respond to Member Inquiries with a 10x Mindset: Promptly address and resolve inbound member inquiries via phone, chat and email with empathy and accuracy, continuously refining response times and satisfaction scores. Act as an advisor, ensuring members feel seen, heard, and valued throughout their journey with Eden.
- Problem-Solve Proactively and Innovatively: Anticipate and resolve member concerns, acting as a strategic problem-solver who doesn’t just handle issues but seeks solutions that set new standards in care. Your insights will fuel improvements in our processes, enhancing our ability to provide faster, better service as Eden scales.
- Maximize Member Satisfaction and Loyalty: Build trust and maintain positive relationships by consistently delivering a customer-centric experience that reflects Eden’s commitment to care. Follow up with members regularly to ensure satisfaction, driving Eden’s reputation as a reliable and empathetic telehealth provider.
- Educate and Empower Members for Growth: Deliver clear, accessible information on Eden’s products and services, empowering members to make informed decisions. Proactively share health tips and resources that add value to their experience, increasing their engagement and long-term loyalty.
- Collaborate and Contribute to Eden’s Success: Partner with internal teams, including product, operations, and medical, to ensure a cohesive and smooth member experience. Share insights on member needs and trends, helping shape service enhancements that support Eden’s growth objectives.
- Stay Ahead of Industry Trends and Product Knowledge: Engage in continuous training to stay updated on Eden’s services and industry best practices, keeping you at the forefront of telehealth support. This expertise will allow you to deliver precise, current information that reinforces Eden’s value to members.
- Drive 10x Member Engagement: Proactively reach out to members, identifying ways to anticipate their needs and offer solutions before issues arise. Through this preemptive care, you’ll enhance satisfaction, reducing inbound inquiries, and promoting Eden’s value in a scalable way.
- Team Empowerment and Development: Share your expertise with the team, contributing to a collaborative environment where continuous improvement is the norm. Participate in team meetings, offering feedback that strengthens member care processes and supports Eden’s goal-centric culture.
What you bring to Eden
- Customer Support Experience:
- Minimum of 2 years in a support or customer service role.
- Exceptional Communication:
- Excellent verbal and written communication skills, with the ability to clearly and empathetically convey information and feedback.
- Time Management & Prioritization:
- Strong ability to manage multiple tasks effectively, prioritize responsibilities, and ensure timely completion of goals.
- Adaptability & Problem-Solving:
- Ability to adapt to changing priorities and navigate complex situations with problem-solving skills, demonstrating a proactive approach to challenges and growth.
- Adaptability: Customer support is dynamic, so agents must adapt to changes.
- Resilience: Agents must handle stress and maintain composure under pressure.
- Dependability: Reliable and punctual.
- Integrity: Maintain confidentiality and act ethically.
Eden is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Eden brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn.
Compensation at Eden will be determined by skills, experience, and geographic location. Eden has identified the expected annual base salary range for this role:
At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews coupled with your experience, location, and other job-related factors to determine final compensation.
Salary : $600
