Member Experience Specialist

XP Health

Member Experience Specialist for XP Health, utilizing Zendesk to manage member inquiries and enhance the experience. Collaborating with teams and delivering effective communication across virtual channels.

Posted 7/30/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong problem-solving abilities and interpersonal skills while utilizing Zendesk for effective member communication and issue resolution. Exhibits organizational skills and adaptability in a fast-paced environment, ensuring accuracy and efficiency in all interactions.

Highest-signal resume keywords

Zendesk ExperienceStrong Written Communication SkillsOrganizational SkillsCollaborative Team ApproachProcess Rigor

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyVerbal Communication SkillsStructured ThinkingTime Management SkillsAdaptability

Tools & Technologies

ZendeskSlackGoogle WorkspaceJIRA

Industry Keywords

Customer Support Best PracticesKPISLAOperational PressureMember Experience

About the role

Key responsibilities & impact

Utilize your problem solving and interpersonal skills to handle incoming phone calls, messages/chat, and email tickets from members via Zendesk.
Humanize every interaction while resolving issues with clarity, care, and efficiency.
Deliver thoughtful, member-first communication across virtual channels.
Follow best practices and SOPs for ticket resolution.
Stay organized and work through priority guidelines while keeping interactions human.
Learn and use available resources, including internal tools for SOPs, training, our custom member information portal, Slack, Google Workspace, and JIRA.
Navigate multiple systems and verify data before communicating with a member to ensure accuracy and reduce the risk of mis-communication.
Partner closely with the Member Experience and Lab teams to build trust, reduce friction, and resolve issues quickly.
Work toward meeting team KPIs and SLAs collectively, with guidance and support from your manager and leadership.
Take ownership of your performance and the metrics that reflect member experience quality.
Remote doesn't mean siloed. Our Member Experience team is built on skill-based collaboration, leaning on each other's strengths to deliver a great experience.
Communicate needs, insights, and learnings so the whole team can grow and improve together.
You're on the front line representing XP Health. Your insights and feedback are the backbone of continuous improvement.
Propose and help implement process changes as needed with the support of your manager.

Requirements

What you’ll need

Experience with Zendesk or another major ticketing CRM
Empathy paired with strong written and verbal communication skills
Structured thinking and the ability to prioritize independently, especially under operational pressure
Process rigor and comfort working across multiple systems with attention to accuracy
Willingness to learn and apply customer support best practices and industry trends
Organizational and time management skills to prioritize member needs
A collaborative, team-oriented approach and the ability to partner effectively across departments
Adaptability and comfort operating in a fast-paced, growing environment
Reliable, high-speed internet connection with a minimum of 25 Mbps download and 25 Mbps upload speeds

Benefits

Comp & perks

Competitive compensation package that includes salary
Equity options
Paid time off
Bonuses
401K plan
Comprehensive benefits