Member Experience Optician (Travel)

We’re looking for a Member Experience Optician to join our Member Experience team. This role is critical to delivering high trust, high touch care to our members and employer partners as XP Health continues to scale with intention and impact.

This role is ideal for someone who thrives in a dynamic environment, enjoys building relationships, and wants to grow alongside a rapidly scaling company.

📍 Location: Remote 

✈️ Travel: 25-40%, including onsite client visits, open enrollment events, and trunk shows

What You’ll Do

• Member Support and Optical Expertise
• Provide expert guidance to members on eyewear, lenses, and optical benefits across virtual and in-person settings.
• Take ownership of optical inquiries through Zendesk, Slack, and other support channels, resolving issues with clarity, care, and efficiency.
• Deliver personalized recommendations that reflect both clinical knowledge and member lifestyle needs.
• Proactively communicate order status updates and collaborate cross-functionally to resolve escalations.
• Field, Events, and Client Engagement
• Travel to client sites and open enrollment events to represent XP Health in person.
• Lead and manage XP Health trunk shows, including product selection and presentation, on-site facilitation, and hands-on optical services such as frame styling and optical measurements for prospects and members.
• Serve as a confident, professional speaker for small and large groups, educating members on benefits, products, and the XP Health experience.
• Deliver engaging, high-touch interactions that build trust and excitement with members and client stakeholders.
• Act as a brand ambassador, ensuring XP Health is represented consistently, accurately, and with polish in all live environments.
• Order Management and Quality Assurance
• Manage end-to-end optical orders, including lens selection, order tracking, returns, and remakes.
• Ensure all optical transactions meet quality standards and align with company policies.
• Training and Team Enablement
• Support and mentor Tier 1 Member Experience agents by strengthening their optical knowledge and confidence.
• Contribute to training materials and best practices related to eyewear, member communication, and service excellence.
• White-Glove and VIP Service
• Conduct personalized virtual consultations for VIP members, delivering elevated, concierge-level support.
• Build long-term member relationships through thoughtful follow-up and seamless experiences.
• Continuous Improvement
• Maintain deep knowledge of XP Health products, services, and evolving optical offerings.
• Identify trends, gaps, and opportunities to improve member experience and operational efficiency.
• Share insights from field events and member interactions to inform internal teams.

What We’re Looking For

• Strong opticianry background with hands-on optical expertise.
• Proven customer-facing experience, including comfort speaking with groups and presenting information clearly.
• Excellent written and verbal communication skills with a professional, engaging presence.
• Ability to travel up to 25–40%, including occasional evenings or weekends for events.
• Strong organizational skills and comfort balancing virtual support with in-person responsibilities.
• Collaborative mindset and ability to work effectively across teams.
• Flexibility and adaptability in a fast-paced, growing environment.

Bonus Qualifications

• ABOC is a plus
• Experience with Zendesk, or other major ticketing CRM
• Experience with startups is a plus
• College degree is a plus