Member Support Associate (Various Times)
Out-of-pocket healthcare costs are skyrocketing each year, forcing people across America to make difficult decisions about their health and money. We started Lively because we believe no one should have to sacrifice their personal health for their financial health. Lively makes it easier to manage rising costs through Health Savings Accounts (HSA) that allow people not only save on the costs of healthcare today, but plan for the costs of tomorrow.
Located in San Francisco, Lively is backed by the top institutional and individual investors including Costanoa Ventures, Y-Combinator, Ally Ventures, The Durant Company, SV Angel, Point Judith Capital, Streamlined Ventures, among others. We have just raised a $27M Series B financing round (over $40M raised to-date) and we want to grow our product development team rapidly with talented engineers. At Lively, we promote a productive and collaborative culture. We work hard, have fun, and treat people with respect.
We are seeking a talented Member Support Associate to join our rapidly growing team. This person will be intimately familiar with Lively’s entire product offering and the complexities of the Health Savings Account.
NOTE: This role has a few options including 6am - 3pm PT through 9am - 6pm PT. You will be on the front line helping our members (and prospective members) navigate any issues they might be having but also providing guidance and best practices as it relates to the HSA. Your interactions with our members (and prospective members) will have a direct impact on the Lively brand.
Your goal is to provide accurate and timely information to leave each person that you interact with pleasantly surprised. You are not an HSA expert, but you will become one.
Applicants must be currently authorized to work in the United States on a full-time basis.
Below are some of the qualifications we are looking for and experience you would ideally have:
Qualifications -Undergraduate degree from an accredited university with a major in business, accounting finance, communication, or similar is required. -1-3 years of professional experience required. -Previous customer support and working knowledge of health insurance or benefits is a plus, although not required. -You are committed to helping our customers find the answers they need and want to go above and beyond because you know your interactions with customers will directly lead to how Lively is perceived in the market. -You know how to communicate complex topics in simple ways to our users. -Patience is a key virtue for you. Because you will be dealing with members with a wide range of personalities, you know how to stay calm, cool, and collected in all situations. -You are comfortable with all types of support: phone, email, chat. -Must have excellent oral and written communication skills. -Someone who isn’t afraid of responsibility and operating in an unstructured environment. -A good sense of humor and a down-to-earth personality.