Member Experience Specialist

About the role Our Member Experience Specialists are the primary way our members interact with XYPN. This is a full-time position for a conscientious and kind individual with a passion for summoning smiles and delivering smart, thoughtful service, both written and verbal.

This job contains customer service and customer success elements to provide our members with the best experience possible. You’ll delight our members with prompt, thorough, and heart-warming support they can't help but tell their peers about! You’ll also need to speak our membership language to enable our members to take full advantage of their (many!) member benefits via 1:1 video or phone calls.

The ideal candidate will have strong communication skills, be a self-starter, and embrace a “don’t stop until I have the answer” attitude. You’ll quickly gain a deep understanding of our membership offering and services and communicate that to members. You’ll need to be comfortable communicating clearly and enthusiastically through video, phone, and email.

Where We Hire: We’re excited to review applications from across the U.S., but we give priority to candidates residing in the following states: AZ, CA, CO, FL, GA, IL, IN, MA, MN, MT, NC, OH, OR, PA SC, TN, TX, & UT

What you'll be doing Become an XYPN membership expert. You’ll know our offering so well that you may even have dreams about it! Swiftly reply to member emails with generous, authentic responses via our help desk software (Help Scout) Be available during set periods of the work day for phone support to ensure our members have help when they need a little extra human touch Take a deep dive into our XYPN communication kit and strive to uphold our standards in all situations Contribute to the regular writing and refining of our knowledge base so customers can successfully “self-help” whenever possible Greet and onboard new members to the Network to ensure they’re set up for success! Understand the applicability and importance of all member benefits and service lines Facilitate personalized touchpoints with members to help them maximize the value of their membership and ensure they never feel like “just a number.” Be available at the drop of a hat to give members the best advice in using their benefits to the full extent Understand a member’s utilization of their benefits and seamlessly make recommendations to leverage other benefits resources! Always be looking for ways to increase members' community involvement by connecting them to study groups, networking opportunities, and of course, other XYPN members! Take thorough notes on each member call and log notes and feedback in our CRM, HubSpot!

Measurables:

First response time % of tickets solved on first reply Member customer satisfaction score # of calls held

The Deets:

Start Date: Immediately Status: Full-time (40-45 hours per week with flexible schedule) Location: Remote and/or Bozeman, MT Overtime Status: Non-exempt (i.e., overtime eligible) Team: Membership Reports To: Director of Customer Success Direct reports: None Travel: Up to 10% travel (e.g., 2-3 weeks /year) required for team retreats and other company events

What you'll bring to the table:

(If you think, “I only meet 80% of these qualifications,” still apply!)

• Your humble, friendly self—with a smile so big our members can feel it through your emails and phone calls!
• Experience going “above and beyond” and thinking one step ahead to thrill customers both in small and mighty ways
• Strong tech-savvy and a hunger to learn
• A bottomless well of patience and empathy (but not a doormat)
• Superpowers in communicating with positivity and precision via the written word; you chase after clarity, and typos just might be one of your biggest personal pet peeves
• Skill in anticipating possible next questions that people have so that our hard-working members can get on with their day instead of spending time writing us follow-up emails
• A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks!
• A dependable, harmonious work ethic. You show up ready to knock out great work, and you’re keen to make sure you’re contributing to your teammates’ efficiency + enjoyment at work, too.
• A high sense of personal responsibility and integrity

Proactive initiative and thoughtfully-considered ideas to help our Member Experience Team provide A+ service! You can adapt and pivot at the drop of a hat with your go-with-the-flow attitude Legally authorized to live and work in the United States without present or future need for sponsorship.

What would make us drool:

Experience in customer service, customer experience, or customer success Understanding of data related to attrition, retention, feedback, and overall engagement Experience with Customer Relationship Management software (bonus points if its HubSpot) Direct experience with financial planning

XYPN welcomes applications from individuals who may have had nontraditional career paths, or who may have taken time off for family reasons (e.g., children, caring for disabled or elderly family). We encourage applications from minorities, women, individuals with disabilities, protected veterans and all other qualified applicants

Compensation & Benefits:

Salary: $59k - $72k/Annually

• All team members at XYPN are owners! We offer a 100%- employer-funded Employee Stock Ownership Plan (ESOP).
• Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)

9 paid holidays (we offer flexible holidays!) 401(k) with match; you put in 6%, and we put in 4.5%. 12 weeks paid parental leave for the birth or adoption of a child.

• Health insurance w/ employer contribution.
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options.
• Pet insurance availability
• Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available

Employer-paid Life and AD&D insurance. Employer-paid Long Term Disability coverage. Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee. $2000/year (prorated by start date) to put towards professional development $250/quarter to spend on yourself specific to our core value of "Be Well Being You.” $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year. A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years. Subsidized employer-sponsored childcare through our internal child care program. (Subject to availability) Various Gym discounts Company-owned laptop computer provided (Apple Products). XYPN believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. XYPN is beyond proud to be an equal opportunity employer.