As a Member Experience Coordinator, you’ll assist patients throughout their journey with Ro. Your responsibilities will include answering questions to help them understand and use our platform and services, as well as supporting them with their accounts, orders, and treatment plans. When needed, you’ll direct patients to their healthcare team for medical inquiries or support with their treatment.

Who are you? You’re a collaborative team member who takes pride in delivering top-tier customer service. You’re enthusiastic, energetic, and passionate about helping others. You thrive in fast-paced environments and adapt quickly to change.

This is a temporary 6-month role with the possibility of extension or conversion to a full-time position, depending on business needs.

Please note: To complete your application, you must answer the additional questions included in the application process.

What You’ll Do:

– Respond to member inquiries via email and internal systems, and handle inbound/outbound calls as needed.
– Assist with onboarding, product education, and troubleshooting on our website and mobile app.
– Resolve issues related to account management, shipping, and billing.
– Monitor and report technical issues that may affect the patient experience to the appropriate teams.
– Provide thoughtful, creative, and professional support to our patients.

What You’ll Bring:

– Experience in a remote or hybrid customer service role.
– Ability to meet performance goals through efficient and effective work.
– A strong desire to help patients solve complex issues.
– Quick thinking, independence, and skill in de-escalating situations.
– Excellent organizational skills and attention to detail.
– Eagerness to learn and comfort working in a fast-paced setting.
– Ability to remain calm and professional during challenging interactions.
– Alignment with Ro’s mission.
– Availability for some pre-scheduled nights and weekends.
– Willingness to work certain holidays.

Bonus Points:

– Experience using Zendesk or similar CRM tools.

Current Scheduling Options:

Option 1 – Four 10-hour shifts per week (4×10):
– Not available to California residents.
– Schedule: Sunday–Wednesday or Wednesday–Saturday
– Hours: 12:30 PM – 11:00 PM EST

Option 2 – Five 8-hour shifts per week (5×8):
– Schedule: Sunday–Thursday
– Hours: 3:30 PM – 11:00 PM EST

While we strive to accommodate scheduling preferences, final schedules will be based on business needs.

The target pay for this role is $22 per hour. Compensation is determined by factors such as location, relevant experience, and job-related skills.