Virtual Member Experience Coordinator, Temp (Day Shift)

As a Member Experience Coordinator, you will support patients in their journey with Ro. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans. When necessary, you will also help triage patients to their healthcare team for any medical questions or assistance with their treatment plans. You’ll engage with members primarily via email and phone, delivering clear, empathetic, and accurate support. You’ll balance high-quality interactions with efficiency to ensure members get the help they need quickly. Who are you? You are a team player and pride yourself on providing the very best in class customer service. You have a passion for assisting members with a ton of energy and zeal. You thrive in a fast-paced, evolving environment where priorities can shift quickly - and you see change as an opportunity to learn and improve. This is a 6-month assignment with the potential to extend or convert to a full-time role, based on business needs. Please note that as part of the application process, we do include some additional application questions. Your application will only be considered complete if you answer those questions. What You'll Do:

Respond to member inquiries across email, internal platforms, and phone support

Help with member onboarding, product education, and general troubleshooting across our website and mobile appHelp troubleshoot issues with account management, shipments, and billing 

Be the eyes and ears of our members, proactively surfacing feedback, patterns, and insights to cross-functional teams to help improve tools, processes, and the overall member experience

Your interactions with patients will be the basis of feedback that is delivered back to the rest of the company to continuously build on the patient experience

Find creative, fun, and professional ways to deliver the best possible support for our patients

Balance quality and efficiency by managing a high volume of interactions while maintaining empathy and accuracy

You’ll be part of a high-performing, metrics-driven team that celebrates consistency and continuous improvement

What You'll Bring to the Team:

Experience in a remote/hybrid customer service role​​

Experience managing support conversations across multiple channels (email and phone) with clarity, warmth, and professionalism

Ability to meet performance and productivity metrics by working efficiently and effectively

Desire to help patients solve complex problems

Ability to think quickly, work autonomously, and de-escalate members

Strong organizational skills and careful attention to detail

Willingness to participate in ongoing learning and experience working in fast-paced environment

Ability to maintain a calm, professional demeanor if members get escalated Relate to Ro’s mission

Some prescheduled weekend and night availability will be required as part of your work schedule

Will be required to work on holidays

Bonus Points:

Experience with Zendesk or another CRM tool

We're currently looking for the following availability:

Option 1 – 4x10 (4 days/week, 10-hour shifts):

Not applicable to candidates residing in California

Schedule: Sunday–Wednesday OR Wednesday–Saturday

Hours: 7:00 AM–5:30 PM EST

Option 2 – 5x8s (5 days/week, 8-hour shifts):

Schedule: Sunday–Thursday

Hours: 9:00 AM–5:30 PM EST