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The Member Experience Coordinator supports patients via email and phone, addressing inquiries and helping navigate accounts, orders, and treatment plans while ensuring high-quality customer service.
As a Member Experience Coordinator, you will support patients in their journey with Ro. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans. When necessary, you will also help triage patients to their healthcare team for any medical questions or assistance with their treatment plans. You’ll engage with members primarily via email and phone, delivering clear, empathetic, and accurate support. You’ll balance high-quality interactions with efficiency to ensure members get the help they need quickly.
Who are you? You are a team player and pride yourself on providing the very best in class customer service. You have a passion for assisting members with a ton of energy and zeal. You thrive in a fast-paced, evolving environment where priorities can shift quickly - and you see change as an opportunity to learn and improve.
This is a 6-month assignment with the potential to extend or convert to a full-time role, based on business needs.
Please note that as part of the application process, we do include some additional application questions. Your application will only be considered complete if you answer those questions.
What You'll Do:
- Respond to member inquiries across email, internal platforms, and phone support
- Help with member onboarding, product education, and general troubleshooting across our website and mobile appHelp troubleshoot issues with account management, shipments, and billing
- Be the eyes and ears of our members, proactively surfacing feedback, patterns, and insights to cross-functional teams to help improve tools, processes, and the overall member experience
- Your interactions with patients will be the basis of feedback that is delivered back to the rest of the company to continuously build on the patient experience
- Find creative, fun, and professional ways to deliver the best possible support for our patients
- Balance quality and efficiency by managing a high volume of interactions while maintaining empathy and accuracy
- You’ll be part of a high-performing, metrics-driven team that celebrates consistency and continuous improvement
What You'll Bring to the Team:
- Experience in a remote/hybrid customer service role
- Experience managing support conversations across multiple channels (email and phone) with clarity, warmth, and professionalism
- Ability to meet performance and productivity metrics by working efficiently and effectively
- Desire to help patients solve complex problems
- Ability to think quickly, work autonomously, and de-escalate members
- Strong organizational skills and careful attention to detail
- Willingness to participate in ongoing learning and experience working in fast-paced environment
- Ability to maintain a calm, professional demeanor if members get escalated Relate to Ro’s mission
- Some prescheduled weekend and night availability will be required as part of your work schedule
- Will be required to work on holidays
Bonus Points:
- Experience with Zendesk or another CRM tool
We're currently looking for the following availability:
- Option 1 – 4x10 (4 days/week, 10-hour shifts):
- Not applicable to candidates residing in California
- Schedule: Sunday–Wednesday OR Wednesday–Saturday
- Hours: 7:00 AM–5:30 PM EST
- Option 2 – 5x8s (5 days/week, 8-hour shifts):
- Schedule: Sunday–Thursday
- Hours: 9:00 AM–5:30 PM EST
While we try our best to accommodate schedule preferences whenever possible, schedules will be assigned based on the needs of the business.
The target hourly rate for this position ranges is $22/hour. When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
Top Skills
Crm Tools
Zendesk
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