This is a role is a Full Time, PST role that works Wednesdays through Sundays.
As a Senior Associate, Membership Experience, you will play a key role in delivering a seamless, member-first experience across digital communication channels (mostly e-mail). You’ll manage timely and accurate communication with members, ensure product quality standards, and help uphold Vivrelle’s brand promise through exceptional customer service. This role requires service-centric instincts, elite attention to detail, and excellent judgment.
This role reports to our Director, Member Experience.
What You’ll Do…
- Member Communication & Support
Manage member communication through the shared email inbox with fast, accurate, and brand-aligned responses
Provide thoughtful solutions that balance member satisfaction with operational realities
Maintain communication standards that are consistent yet personalized
- Maintaining Vivrelle’s Quality Standards
Escalate product quality issues to leadership and cross-functional partners as neededIdentify trends across member escalations or product issues and proactively surface insights for action
- Service Excellence & Experience Leadership
Uphold Vivrelle’s commitment to a polished, trustworthy, and member-focused experience at every touchpoint
Act as a knowledgeable resource on product condition, availability, and service policies
Anticipate member needs and reduce friction throughout the service journey
- Cross-Functional Support
Partner with Operations and Member Experience leadership to identify member trends, product issues, or recurring pain points
Share actionable feedback to influence improvements across policies, workflows, and communication templates
Support onboarding and knowledge-sharing to maintain consistent standards across the team
Who You Are
- 3+ years of experience in consumer customer experience (non-negotiable)
- A warm communicator, in writing and verbally
- Someone who holds themselves to incredibly high standards of accuracy and service
- Comfortable following guidelines with a dash of creativity and common sensical problem solving
- Customer-obsessed balanced with operational pragmatism
- Positive, Resourceful, Proactive
- Comfortable taking risks and making suggestions to senior executives
- Historical proof of being able to operate with little guidance
