Member Support Associate

About Lively

Lively set out to raise the bar on benefit solutions, because we believe no one should have to sacrifice personal wellness for financial wellness. While traditional benefits focus more on transactions and less on the humans using them, Lively harnesses user-centric design and innovative technology to deliver an effortless experience for employers and account holders alike. Our modern HSA is consistently top-rated, and we have since expanded our offerings to provide a full suite of other benefits and services for companies, consumers, and financial institutions.

Lively is a remote-first company, headquartered in San Francisco with employees across the US. Come join us and help make getting the value out of your benefits as simple as it should be.

About the Role

Does helping others energize you? We’re looking for curious and excited Member Support Associates to join our team! We love leaving our customers happy with the support they receive when they contact us. Top notch customer service over the phone, through email, and chat is our priority, and we need high-performing and exceptional people like you on our team!

It’s okay if you don’t have rockstar knowledge about healthcare or finance, we can teach you everything you need to know, but you’ll definitely get bonus points if you do! In this role, you’ll be on the front lines speaking with new or returning customers, answering their questions or concerns so they can get back to living their healthiest life. There’s rarely a one-size-fits-all solution, so you’ll have to break out your creativity, and curiosity, while leveraging your innate empathy, to leave each customer feeling positive and satisfied after every interaction.

This position is fully remote, but you must be based within the United States. We are unable to work with candidates from the states of California and Alaska for this role.

Responsibilities

• Able to work an 8 hour shift from 10:30-7pm MT, Monday - Friday.
• Wired (not wi-fi) access to a DSL/Cable internet connection with sufficient speed and stability to minimize connectivity issues.
• Customer Service — Help Lively end-users via phone, email, and chat during business hours.
• Timely & Accurate Support — Leave each customer happy with accurate and timely information.
• Problem Solving — Simplify and solve complex tasks related to all Lively products.
• Reporting & Data — Generate bug reports for reproducible product issues, and create and resolve task incidents in Jira for data reconciliation needs.

Skills & Experience

• Adaptable — Our busy Open Enrollment and tax season (each year from November through April) challenges us to be flexible and adaptable in order to continue to provide excellent support despite high customer volume.
• Detail-oriented — You have exceptional attention to detail and can work on various tasks or use diverse systems simultaneously.
• Communicator — You bring strong written, verbal, and listening skills, enabling you to understand complex issues, communicate their solutions and deliver an amazing customer experience.
• Passionate — We need team members who bring their enthusiasm and empathy to each interaction in order to make a meaningful difference in our customers' lives. You are more than just committed to helping our customers find the answers they need, you want to go above and beyond.
• Cool as a Cucumber — You also know how to stay cool, calm, and collected, even when situations get heated.
• Team-player — You have a good sense of humor and a down-to-earth personality. We work hard, have fun, and treat people with respect here.
• Bachelor’s degree from an accredited college or university is preferred, but not required.
• If you are proficient in both English and Spanish that is a big plus!

The base salary listed is a range for this position. Actual pay will depend on the candidate’s location and experience.: $22 USD - $28 USD

We encourage you to apply even if you do not meet all of the qualifications, but feel you would be a good fit for the position.

Benefits & Perks

We offer competitive salaries, stock options, medical, dental, vision, life and disability coverage. An HSA with employer contribution, FSA, paid parental leave, medical travel benefits, a 401k plan, flexible vacation policy, lifestyle spending accounts, and more!

At Lively, we believe having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply.  Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.  Come join us in our mission to help people optimize their healthcare spending, maximize their savings, and better their livelihood!

Lively Inc. participates in the E-Verify program. Learn more about E-Verify here:

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf