Customer Experience Associate (Bilingual; Spanish) (Remote)

Bold is the leading healthy aging platform, offering personalized, evidence-based exercise programs for Medicare members that help prevent falls, reduce musculoskeletal pain, and increase physical activity levels. Innovative Medicare plans rely on Bold to deliver engaging, clinically sound exercise programs that members love to use and that achieve significant health outcomes. Bold is backed by leading investors, including Rethink Impact, Andreessen Horowitz, and Khosla Ventures.

Bold is looking for a motivated Bilingual (English/Spanish) Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates. This role will work 8-5pm PST hours.

To help us achieve our mission, we are looking to hire a Customer Experience Associate who is a great communicator, is critical thinking, and envisions a world where every aging adult has access to personalized, easy-to-follow online workouts. This is a full time remote role and will report to our Manager of Member Experience.

As a key member of our Member Experience Team, here’s what you’ll do:

Key Outcomes:

• Actively conduct outreach via phone, text, and email daily, along with answering inbound tickets.
• Successfully complete assigned tickets each day.
• Maintain an >80% phone answer rate per week.
• Act as a "hub" for all inbound questions regarding Bold and our offerings to people.
• Maintain 92% or higher customer satisfaction score.
• Act as the voice between both customer and Bold.

The most important skills for the role are*:

• 1-3 years of experience as a customer support representative.
• Effective communication: Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate Bold’s technology product and programs.
• Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and HubSpot).
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions.
• Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information. Able to “connect the dots” so previous experiences can be applied in new contexts. Ability to move quickly and efficiently using several programs to solve member issues.
• Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup).
• Communication: Exceptional verbal and written communication skill.
• Reporting: Ability to report bugs with detailed description and data to the engineering team.
• Soft Skills: High levels of empathy, patience, and a positive attitude.
• Problem-Solving: Strong ability to analyze situations and solve issues efficiently.
• Technical Skills: Proficiency with computers. Experience with HubSpot, Insightly, Slack or JustCall are a plus.

In addition to the above, it would be great if you also had:

• Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup)

*We know people from historically underrepresented communities are less likely to apply if they don’t meet all of the above criteria. Please apply anyway! We want people who are fast learners, eager to take on new challenges and will help us build a best in class company that will change what it means to age.

Interested? Great! Here’s what you should know:

At Bold we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life - including, but not limited to, race, gender identity, sexual orientation and disability status. If you’re motivated by our mission and eager to contribute to our team and culture, we’d love to hear from you.

Compensation:

We’re committed to an inclusive, consistent, and equitable approach to compensation and anticipate that this position will earn between $24.00-$26.00/hour in addition to an annual bonus. The exact salary will depend on the relevant and transferable experience you bring to the role.