Member Experience Coordinator

Found is a modern weight care platform and community focused on integrated support. According to a recent CDC study, nearly 50% of Americans want to lose weight, and on average, Americans have gained 30 lbs during the pandemic. But the existing weight loss industry focuses on shame – if you don’t have the willpower to eat less and workout more, you aren’t trying hard enough.

Modern science shows us that weight care is complex – food and movement are important, but so are hormones, genetics, sleep, stress, mental health, and daily habits. Found’s unique approach incorporates personalized coaching, an online community, and if indicated, medical and prescription solutions.

Research shows that addressing weight health reduces the long-term risk of diabetes, heart disease, and some forms of cancer. We believe in giving our community tools that will help them add years to their lives and reach their goals. We believe it’s not just what you’ve lost, it’s what you’ve Found. Found has raised more than $130mm from leading investors, including Atomic, GV, WestCap, IVP, TCG, Define Ventures and more.

This opportunity can be full-time or part-time.
The pay range for this role is approximately $18 per hour.
What You’ll Do:
Answer incoming emails, texts, and chats from customers and document relevant information as needed.
Identify customer issues and resolve in a timely manner, working with the appropriate cross-functional teams as needed.
Create a feedback loop between customers, health coaches, and the customer support team to help improve the customer’s experience.
Document standard operating procedures as we scale.
Maintain a positive attitude while engaging with customers and internal team members
Identify and recommend updates based on customer feedback in relation to product, FAQs, services, and more.
What You Have:
Organized and detail-oriented work; collaborative, team-player approach ; ability to multitask in a rapidly growing organization.
Comfortability working through ambivalence and resistance with customers.
Strong communication skills – writing, typing, and phone.
A growth mindset and openness to feedback.
Bonus points for experience with Kustomer.
What You’ll Get:
Competitive compensation.
Medical, dental, vision, and life insurance.
PTO, company-paid holidays, parental leave.
401K, wellness and wifi perks.
Flexible, remote-first work culture.