Remote
About the role
Superpower is looking to bring on a Member Success Representative to join our high-touch concierge support team. This isn’t your average support role, our members deserve white glove concierge-level support and we’re committed to going above and beyond.
As a Member Success Representative, you’ll be the first point of contact for our members, acting as a trusted guide through their health journey with Superpower. Whether it’s helping our members schedule a blood draw, or orienting them to our platform, you’ll ensure every interaction is seamless, empathetic, and solutions-focused.
This role is best suited for someone who thrives in a fast-paced, service-driven startup environment, has a passion for improving the future of healthcare, and can think critically while delivering outstanding, compassionate support.
Key Responsibilities:
- Respond promptly to member inquiries via SMS and email, with a commitment to replying within 10 minutes or less.
- Monitor the Emergency inbox to quickly identify and escalate time-sensitive member needs.
- Perform accurate data admin tasks such as updating member profiles, reviewing membership details, and verifying lab order statuses.
- Investigate and resolve complex issues by collaborating cross-functionally with teams such as Operations and Engineering.
- Be a member advocate, consistently seeking ways to enhance the member experience and exceed expectations.
- Maintain up-to-date knowledge of company processes, systems, and service updates to deliver accurate, high-touch support.
Qualifications
- 2+ years of customer support experience in a fast-paced, high-touch environment. Concierge and/or healthcare support experience is strongly preferred.
- Excellent critical thinking and problem-solving skills, with a calm and resourceful approach under pressure.
- Meticulous attention to detail. You catch the small stuff that others might miss.
- Strong written communication skills. You’re warm, friendly, and fun to talk to. You bring positive energy to every interaction, and our members should feel excited to hear from you.
- Highly organized and proactive, able to anticipate member needs and go the extra mile to deliver exceptional support.
- Quick to learn and highly adaptable. You welcome new processes and are able to make changes as new developments roll out on the team. You're excited to always learn something new.
- A team-oriented mindset. You're always ready to pitch in and support your team and our members.
- Passionate about transforming the healthcare experience and providing members with empathetic, high-quality support.
- Committed to privacy and confidentiality, with a strong understanding of HIPAA compliance or a willingness to learn and uphold it.
- Able to work a full-time schedule (40 hours/week), including nights and weekends.
Additional information
Salary: Competitive, based on experience
Location: Ideally SF, but consideration will be made for hybrid / remote
Why join Superpower
- Help solve a massive problem — Over the next decade, human health will be one of the most important problems facing humanity. Already, almost 1 in 2 Americans have a chronic disease, but few people are empowered to do anything about it.
- Top-of-market compensation — We believe in building an A+ team and compensate accordingly, paying top-of-market salaries and equity.
- Great culture — Our goal is to be one of the best places in the country to work. We live and breathe the mission, and practice what we preach, championing a culture of health
- Ownership and Independence — Here we believe everyone is immensely great. You’ll get to take full ownership of your projects and responsibilities, with the freedom to make key decisions and drive outcomes. Enjoy a high level of autonomy in your work, allowing you to shape and implement solutions with minimal oversight while contributing to the company's success.
