As a Member Advocate, you will be an integral part of the FOLX Member Operations Team, ensuring that our members are supported with the administrative components of their membership at every stage of their journey.

The schedule for this position is:

During training (estimated 2-3 month period), your schedule would be Monday through FridayAfter successfully completing training, this position switches to a Sunday through Thursday schedule (Fridays and Saturdays off)

Our Company:

FOLX Health exists to be the leading health and wellness platform for LGBTQIA+ care, providing end to end services, both virtually and in person, across the spectrum of community needs. We are the north star for innovation in the broader ecosystem by creating joyful, affirming healthcare on one's own terms and building community and access around those needs.

Our Culture:

Reliability: We show up for our members and each other in service of our mission.
Transparency: Build trust by openly sharing our goals and progress.
Access: Invest in our team by providing the tools and training needed to achieve individual goals.
Agency: We trust our team to get their jobs done.

What You’ll Do:

Respond to inquiries related to topics such as membership, billing, scheduling, lab work, and prescription fulfillment via Zendesk support tickets in accordance with our most up-to-date policies, procedures, and expected response times
Troubleshoot technical issues with members thoroughly, escalating when necessary
Demonstrate the ability to think critically, assisting members with complex issues
Provide a phenomenal support experience in every interaction with FOLX members
Assist in building documentation and onboarding processes as the team scales
Partner with Support leadership to track and share insights and areas of improvement you gather from member interactions as they relate to the member journey
Learn new tools as needed to help deliver ongoing value to members
Take ownership of the member experience, both by delivering on individual tickets and by understanding and responding appropriately to the state of our ticket queue overall
Other duties as assigned

What You’ll Bring:

2+ years of work experience directly supporting a high volume of customers/members via email, telephone, and/or chat functions
Strong communication and writing skills
Commitment to continuously creating an exceptional experience for our members
The ability to pivot quickly and thrive in an environment with consistent change
Experience with Zendesk or similar customer relationship management (CRM) system is a plus
Experience working with queer and trans community members in a service capacity is a plus

Salary: $60,000 - $70,000 annualized

We are proud to be an equal opportunity employer, and do not discriminate on the basis of race, color, ethnicity, national origin, religious affiliation, sex, gender identity, sexual orientation, disability, or any other legally protected status. Here, diversity and inclusion means accepting that everyone’s perspective can teach you something. We’re eager to learn.

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Please note: There has been a recent increase in employment scams. FOLX posts all of our open positions on our careers page at www.folxhealth.com/careers and only contacts candidates from official "@folxhealth.com" email addresses.

Member Advocate

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