Member Experience Associate - Remote

Overview

Future is seeking a Member Experience Associate to provide exceptional support to our customers and help create a seamless, engaging, and motivating Future experience.

In Short

• Independently manage customer inquiries, ensuring timely, accurate resolutions and high CSAT scores.
• Provide exceptional support via email, troubleshooting issues, escalating when needed, and following up to ensure satisfaction.
• Maintain a professional, empathetic tone, effectively handling all interactions, including difficult conversations.
• Deeply understand our product to offer insightful support and proactively identify areas for improvement.
• Amplify customer feedback, sharing trends and suggestions to enhance our product and service.
• Collaborate with internal teams to resolve customer concerns and contribute to process improvements.
• Take on projects that enhance efficiency, suggesting and implementing solutions to common challenges.
• Stay engaged in team and company-wide meetings, aligning with broader goals and continuous learning.

Requirements

• 2+ years of experience in a customer-facing support role, ideally in customer experience or internal operations.
• Strong written and verbal communication skills, with the ability to engage customers across multiple channels (email, chat, phone).
• Highly organized and detail-oriented, able to manage multiple conversations at once.
• A strong listener and problem-solver who can think on their feet and provide creative solutions to customer challenges.
• Comfortable working cross-functionally and keeping internal stakeholders informed of key customer issues and trends.
• Passionate about health and wellness, eager to help customers achieve their fitness goals.
• Bonus: Experience with Zendesk, Asana, Google Suite.

Benefits

• Salary range: $60,000 - $82,500 year + equity.
• Health coverage: Comprehensive medical, vision, dental, and disability insurance + tax savings accounts.
• 401(k) plan.
• Flexible Paid Time Off.
• Future Membership: Enjoy our platform for free!
• Health, Wellness & Development: Monthly stipend for health and fitness, access to mental health platform, reimbursement for medical travel, and annual learning & development stipend.
• Join a diverse, passionate & driven team of all backgrounds.