Parsley Health

Customer Support

• Provide exceptional member service through prompt, accurate, and knowledgeable responses to member inquiries and complaints
• Maintain ownership of member issues from receipt of the initial request to resolution
• Follow up with members to ensure their issues have been resolved to their satisfaction
• Maintain a comprehensive understanding of the company's products and services
• Utilize member feedback to identify opportunities for improvement and report trends
• Assist in developing initiatives to enhance member experience and satisfaction
• Manage inbound and outbound member inquiries via phone, SMS, and our online messaging platform.
• Escalate unresolved member questions to the appropriate department to ensure a quick turnaround for all member inquiries
• Ability to think on your feet and de-escalate member situations
• Assist members with renewal questions and encourage continued care
• Collect feedback from members and process cancellations and attempt to retain members
• Support members’ scheduling and member portal navigation needs and– troubleshooting as needed
• Other duties as assigned

Customer Support Representative

Backend Engineer

• Build and evolve backend services that support our core healthcare products and experiences, including member-facing workflows and internal operational tooling
• Lead backend technical execution across product pods by shaping architecture, setting standards, and unblocking teams with strong technical guidance
• Design systems with reliability, scalability, and performance in mind, with an emphasis on maintainability and clean interfaces
• Partner closely with Product and Design to translate business needs into clear technical plans, pragmatic tradeoffs, and measurable outcomes
• Contribute to infrastructure and delivery practices, including deployments, observability, and incident response in a production environment
• Participate in code reviews and technical discussions to uphold high engineering quality, testing discipline, and a culture of continuous improvement
• Move quickly and responsibly, including building and implementing AI-forward solutions in a compliant way (privacy, security, and reliability first)

Lead Backend Software Engineer

Marketing

• Own all pre-sale lifecycle marketing strategy across email and SMS, built and executed in Customer.io
• Design and build event-driven journeys for newsletters and lead magnet programs, promotional and seasonal campaigns, appointment confirmation and reminders, nurture, abandoned cart, and conversion flows across all products
• Optimize journeys to increase engagement, appointment bookings, and purchases
• Own all post-sale lifecycle marketing strategy across email and SMS including member onboarding and activation flows, engagement and retention programs, NPS, referral, and ambassador journeys
• Incorporate feedback from the Member Experience (MX) and sales team into lifecycle logic, segmentation, and messaging
• Personally build, QA, and deploy lifecycle journeys
• Work comfortably with events, attributes, triggers, and conditional logic
• Own lifecycle experimentation strategy: A/B testing subject lines, content, timing, logic, and offers
• Identify drop-offs and data issues within journeys and resolve them
• Translate insights into concrete optimizations and roadmap improvements

Customer Support Representative

Lead Backend Software Engineer

Lead Backend Software Engineer

Senior Manager, Lifecycle Marketing