Customer Care Concierge – Tier 1

Evernow is reinventing healthcare delivery to improve women’s lives. More than 55 million women in the U.S. are experiencing menopause symptoms, but 75% of those who seek care don’t get it. We’re building Evernow to close this gap while elevating care. The platform we are building allows us to deliver a new kind of experience while our doctors provide expert, convenient treatments based on the latest research. With prescription delivery and unlimited access to communication with our health team, our customers get personalized, life-changing care. Join the team that will help us deliver this at scale!
Evernow is looking for an energetic individual to join our Customer Care Concierge team in a hybrid role focused on customer support and social media responses. This role will help drive customer happiness, strong ad quality, and strong ad conversions by delivering high-quality responses to comments on our social media and answer basic customer service questions about Evernow.
To be successful as a Customer Care Concierge – Tier 1 at Evernow, you should have a strong understanding of the Evernow service, features and member community, a sensitivity to medical questions that are best left answered by our medical team, a voice that speaks to women in our target demographic, the ability to know when to ask for help, a passion for listening to customers and anticipating their needs, and an eye for detail with impeccable communication skills.Responsibilities (what kind of work you’ll do):

Responding to customer emails through our support tool Zendesk
Thoughtfully respond to questions like: What is Evernow? How do I login? How do I contact my medical provider? How much does Evernow cost?
Triaging technical issues reported on social media or to support and ensuring swift handoff to customer service tier 3 reps
Working with care and marketing team to ensure common questions are communicated to the team for improved FAQ and blog posts
Continuously updating our message macros to provide efficient and medically accurate information
Responding to questions from members that route through our medical team
Tracking engagement with ads and message content and providing regular reports to our content creation team
Experience (what will make you successful):

1+ years of related experience in customer service
Weekend availability
Medical background or experience working in a medical setting
Experience working with content management systems, Zendesk, or other customer support systems.
Very detail-oriented and proactive in getting ahead of issues.
Adaptability and a passion for continuous improvement.
This role is a part-time, remote employment opportunity. The time expectations are ~10-15 hours/week Monday-Friday, as well as weekend availability as needed, with additional hours to be approved by the hiring manager. If you’re excited about this role and looking to grow, we would love to hear from you.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Learn more about working at Evernow by visiting #LI-Remote