Senior Customer Success Coordinator

About evermore

evermore is a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. 

The Job at a Glance 

The Senior Customer Success Coordinator is responsible for the day-to-day management of a ticketing process designed to meet both customer and beneficiary needs and complaints, as well as the primary point-of-contact for potential complaints / grievances. You will conduct and/or participate in investigations, with the primary responsibility for communicating outcomes and remediation strategies to both customers and beneficiaries. You will work closely with others on the Customer Success team to streamline processes and empower customers to use our product in the most optimal way(s). You will serve as a key strategic partner to Account Management, Customer Care, and Member Experience, among other cross-functional teams, in reporting out issues that may affect customer and beneficiary satisfaction. This position will report directly to the Director of Customer Success.  

What You Will Do 

Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same.  Typical responsibilities of the role include:  

1. Customer Success Process & Ticketing 
   • Ticketing & Reporting: Day-to-day management of the ticketing queue(s), including independent investigation of issues and escalation for further investigation.  
   • Beneficiary Outreach: Serves as the face of Customer Success to beneficiaries through direct outreach to resolve escalations and grievances when needed. 
   • Customer Experience: Utilize ticketing insights to anticipate and problem solve customer pain points & risks. 
2. Customer Success Vendor Management & Oversight 
   • Manage relationships and expectations with evermore Customer Success Team vendor partners 
3. Process/Input Potential Complaints / Grievances 
   • Surface potential complaints to our customers by investigating issues and responding to further inquiry 

About You 

While every candidate brings a unique resume and prospective, an ideal candidate will include:  

• A minimum of 5 years of experience in a Case Management, Customer Success, Operations, or Customer Service function. Experience in a health tech or healthcare-related field is a plus.  
• Demonstrated experience with conducting transparent investigations and implementing plans for remediation.  
• Experience working in cross-functional teams.  
• Super organization skills with a demonstrated ability to manage & prioritize escalation queues based on urgency and severity.  
• Self-starter mentality that is results-oriented, embraces ambiguity, and thrives in a fast-paced environment. 
• Ability to communicate directly and honestly with beneficiaries, understanding that difficult conversations may occur wherein others disagree with outcomes. 
• Strong and concise verbal & written communication skills capable of breaking down complex topics to drive decision-making and customer buy-in.    
• Both professionalism and determination – you build trust internally with teams by listening and communicating effectively.  
• Willingness to occasionally travel for customer meetings, team offsites, company events, or other business needs.   
• Flexibility to work within a remote-first, distributed workforce. Candidates should be comfortable with a distributed remote team and equipped with reliable internet access and basic home office equipment. evermore will provide a work laptop, with a mouse and keyboard available upon request.     
• Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future.   
• All offers for employment are contingent upon successful completion of a background check. 

Other Requirements

• Travel may be required from time to time as part of the role, for company events and business needs
  
• evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request   
• Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future 
• All offers for employment are contingent upon successful completion of a background check 

What We Offer 

• Competitive base salary ranging from $96,000 to $108,000, discretionary bonus, and equity.
  
• Benefits  
  • Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 
  • 100% Employer Paid Short-Term & Long-Term Disability 
  • 100% Employer Paid Basic Life Insurance Policy  
  • Employee Assistance Program (EAP) 
  • 401(k) Program
    
• Unlimited PTO
• Paid holidays
• Parental Leave
• Flexible work schedule within core hours
• Work anywhere in the USA as we are a fully distributed team from coast to coast 

evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via [email protected]. 

evermore participates in E-Verify, the federal program for electronic verification of employment eligibility.