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Member Support Associate - Remote Eligible

Assist in developing a long-term support strategy that can enable large enterprise-sized launches
Remote, US
$46,538—$54,750 USD per year
2 months ago
Modern Health

Modern Health

A mental health benefits platform for employers.

Job is no longer active
1 Similar Job at Modern Health

✨ About The Role

Modern Health

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

We are a female-founded company backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures. We partner with 500+ global companies like Lyft, Electronic Arts, Pixar, Clif Bar, Okta, and Udemy that are taking a proactive approach to mental health care for their employees. Modern Health has raised more than $170 million in less than two years with a valuation of $1.17 billion, making Modern Health the fastest entirely female-founded company in the U.S. to reach unicorn status.

We tripled our headcount in 2021 and as a hyper-growth company with a fully remote workforce, we prioritize our people-first culture (winning awards including Fortune's Best Workplaces in the Bay Area 2021). To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone must be comfortable working early in the morning or late at night; all full-time employees must work at least six hours between 8 am and 5 pm Pacific time each workday.

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you!

The Role

Join a mission driven Member Operations team that is focused on enhancing and supporting the member journey. The ideal candidate thrives in an environment where they are able to both help individual members and build our operational processes that will enable their function to scale. They appreciate the complexity of a member’s mental health journey and will go above and beyond to make it the best possible experience. They love solving complex technical problems, analyzing member trends, and working cross-functionally with other stakeholders. The role will be on the Member Support team and will report to the Member Support Manager.

This position is not eligible to be performed in Hawaii.

What You’ll Do

  • Develop a deep understanding of the Modern Health member journey and the various support touch points along the way
  • Be the expert on the technical side of the Modern Health product and service offering
  • Support members and ensure they are receiving the best level of care in a timely manner
  • Manage member escalations and find creative solutions to get them access to care
  • Assist in developing a long-term support strategy that can enable large enterprise sized launches
  • Make recommendations to improve effectiveness and efficiencies or our tools through development and adoption of best practices and standardized procedures
  • Complete other special projects as needed

Who You Are

  • 1-2 years of support experience at an a technology or healthcare company; early stage start-up experience preferred
  • Ability to create clear and thoughtful documentation
  • Experience and comfort utilizing a CRM like Zendesk and/or Talkdesk
  • Empathetic and loves helping others, especially when it comes to their mental health journey
  • Strong verbal and written communication skills
  • Works well with different kinds of people and is great at building relationships
  • Excellent organizational skills and a keen eye for detail
  • Ability to thrive in a rapidly changing environment, continuously learn, and successfully manage projects with a sense of urgency
  • Enthusiastic and methodical when it comes to problem solving and then leveraging data to come up with creative and impactful solutions

Benefits

Fundamentals:

  • Medical / Dental / Vision / Disability / Life Insurance
  • High Deductible Health Plan with Health Savings Account (HSA) option
  • Flexible Spending Account (FSA)
  • Access to coaches and therapists through Modern Health's platform
  • Generous Time Off
  • Company-wide Collective Pause Days

Family Support:

  • Parental Leave Policy
  • Family Forming Benefit through Carrot
  • Family Assistance Benefit through UrbanSitter

Professional Development:

  • Professional Development Stipend

Financial Wellness:

  • 401k
  • Financial Planning Benefit through Origin

But wait there’s more…!

  • Annual Wellness Stipend to use on items that promote your overall well being
  • New Hire Stipend to help cover work-from-home setup costs
  • ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
  • Monthly Cell Phone Reimbursement

Equal Pay for Equal Work Act Information

Please refer to the ranges below to find the starting annual pay range for individuals applying to work remotely from the following locations for this role.


Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies, and experience and may fall outside of the range shown. Ranges are not necessarily indicative of the associated starting pay range in other locations. Full-time employees are also eligible for Modern Health's equity program and incredible benefits package. See our Careers page for more information.

Depending on the scope of the role, some ranges are indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets.

San Francisco Bay Area
$62,100 $73,000 USD
All Other California Locations
$55,890 $65,700 USD
Colorado
$46,538 $54,750 USD
New York City
$62,100 $73,000 USD
All Other New York Locations
$49,680 $58,400 USD
Seattle
$55,890 $65,700 USD
All Other Washington Locations
$49,680 $58,400 USD

Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.

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Member Support Associate - Remote Eligible
Remote, US
$46,538—$54,750 USD per year
Support
Job is no longer active
About Modern Health
A mental health benefits platform for employers.