Phone Support Associate

The Role

Join a mission driven Member Operations team that is focused on enhancing and supporting the member journey. The ideal candidate thrives in an environment where they are able to both help individual members and build our operational processes that will enable their function to scale. They appreciate the complexity of a member’s mental health journey and will go above and beyond to make it the best possible experience. They love solving complex technical problems, analyzing member trends, and working cross-functionally with other stakeholders. The role will be on the Member Support team and will report to the Member Operations Manager.

This position is not eligible to be performed in Hawaii. We are currently accepting applicants that are based and able to perform work during Pacific Time business hours.

What You’ll Do

• Develop a deep understanding of the Modern Health member journey and the various support touch points along the way

• Assist in building out a new vertical, navigating the unknown, and ultimately helping create a personable and unique member experience

• Support members via phone and ensure they are receiving the best level of care in a timely manner

• Manage member escalations and find creative solutions to get them access to care

• Assist in developing a long-term support strategy that can enable large enterprise sized launches

• Make recommendations to improve effectiveness and efficiencies or our tools through development and adoption of best practices and standardized procedures

• Complete other special projects as needed

Who You Are

• 1-2 years of phone support experience at an a technology or healthcare company; early or seed stage start-up experience preferred

• Ability to create clear and thoughtful documentation

• Experience and comfort utilizing a CRM like Kustomer, Talkdesk, and/or Zendesk

• Empathetic and loves helping others, especially when it comes to their mental health journey

• Strong verbal and written communication skills

• Works well with different kinds of people and is great at building relationships

• Excellent organizational skills and a keen eye for detail

• Ability to thrive in a rapidly changing environment, continuously learn, and successfully manage projects with a sense of urgency

• Enthusiastic and methodical when it comes to problem solving and then leveraging data to come up with creative and impactful solutions

Benefits

Fundamentals:

• Medical / Dental / Vision / Disability / Life Insurance 

• High Deductible Health Plan with Health Savings Account (HSA) option

• Flexible Spending Account (FSA)

• Access to coaches and therapists through Modern Health's platform

• Generous Time Off 

• Company-wide Collective Pause Days 

Family Support:

• Parental Leave Policy 

• Family Forming Benefit through Carrot

• Family Assistance Benefit through UrbanSitter

Professional Development:

• Professional Development Stipend

Financial Wellness:

• 401k

• Financial Planning Benefit through Origin

But wait there’s more…! 

• Annual Wellness Stipend to use on items that promote your overall well being 

• New Hire Stipend to help cover work-from-home setup costs

• ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more

• Monthly Cell Phone Reimbursement

Equal Pay for Equal Work Act Information

Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role.

• Zone 1: San Francisco Bay Area and New York City Metro

• Zone 2: All other California locations and Seattle, WA

• Zone 3: All other New York locations, All other Washington locations, Washington DC, Austin, TX, CT, IL, MA, NH, NJ, OR, RI, VT

• Zone 4: All other Texas locations, AL, AK, AZ, AR, CO, DE, FL, GA, HI, ID, IN, IA, KS, KY, LA, ME, MD, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, PA, SC, SD, TN, UT, VA, WV, WI, WY

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information.

Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets.

Zone 1

$62,100—$73,000 USD

Zone 2

$55,890—$65,700 USD

Zone 3

$49,680—$58,400 USD

Zone 4

$46,538—$54,750 USD