Client Experience Specialist

ABOUT the company

At any given time, 16 million Americans are experiencing a crisis that requires urgent help from our legal system or government. The right assistance could transform their lives. But today, most never get it.

The company makes it easy for any sick or injured American to get life-changing aid. Our mission is to tear down barriers between people in crisis and the aid they deserve. In the last six years, we’ve become the leading platform connecting people with disabilities to government benefits.

We also help victims of accidents, misconduct, and violence get compensation from insurance. So far, we’ve helped hundreds of thousands of people access over $10 billion in life-changing aid —and earned over 20,000 five-star reviews. And we’re just getting started.

We've raised more than $100 million from top VC firms like Forerunner, Google Ventures, and True Ventures, and we’re on our way to creating a category defining business assisting Americans in need.

THE JOB

Each day, hundreds of people seek our help getting disability benefits or insurance compensation. They’re intimidated by the process, unsure where to turn, and desperate for good advice.

As part of our Client Experience team, your job is to get them on the right path. You’ll spend each day communicating on the phone with clients to understand their situation, figure out whether we can help them, and advise them on the next steps. You'll become an expert on a complex and interesting field, learn to rapidly navigate our internal tech platforms and tools (Salesforce, etc.), and help hundreds of ordinary people (each with a unique story) every week. You’ll be measured by and compensated for the impact you have on our clients.

This job is different from traditional customer service or sales: Our service is totally free, and clients are desperate for our help — so you'll rarely talk to an angry customer. The conversations are deeply rewarding, and clients are profoundly grateful. You will have to navigate conversations on deeply personal and sad topics, gently but quickly offer guidance, and handle many different interactions over the course of a day.

Please note: You don’t need any prior legal knowledge or experience to excel in this job.

QUALIFICATIONS

Required

• You have at least three years of professional work experience, and have succeeded in jobs that involve talking to customers all day (CX, sales, support, hospitality, etc.).

• You care about people and can interact with folks from all walks of life; you’re able to simultaneously be supportive to a person in crisis and quickly drive a conversation.

• You’re a quick learner and a competent writer, able to master complex new topics and platforms when given instruction and support.

Preferred

• You’ve had a metrics-driven role and you exceeded the goals set for you and outperformed your peers.

• You've previously worked at high volume, high-performing service/sales/support team from a company known for great customer service.

We are strongly committed to building a diverse team. If you’re from a background that’s underrepresented in tech, we’d love to meet you.

SALARY AND BENEFITS

This is a rare opportunity to join a startup that has strong traction (substantial funding, well-respected backers, tremendous growth, and many happy customers) but is still small enough that you can have a huge impact and play a role in shaping our culture.

We’re a certified B Corporation tackling a critical social problem. Our mission to help people in need drives everything we do, and your work here will touch many lives.

We offer competitive pay — including equity for all employees, bonus, and generous benefits:

• Medical and dental insurance with 100% of premiums covered for employees and their families

• 15 vacation days & ~20 paid holidays each year (including two weeks at end-of-year)

• Free membership to OneMedical

• $600/year stipend for internet service

• $1,000/year reimbursable stipend for education and training outside of work

• Up to $1,200/year student loan repayment assistance

• 401(k) and optional HSA/FSA

• Humble, thoughtful, smart, fun colleagues

We anticipate the base salary band for this role will be between $60,000 and $75,000 in addition to equity, benefits, and an uncapped monthly bonus structure. Under the current bonus compensation plan, top performers are earning over $100,000 in total cash compensation. The salary at offer will be determined by a number of factors such as candidate’s experience, knowledge, skills, and abilities, as well as internal equity among our team.

LOCATION

This job is fully remote and we’re committed to empowering everyone with flexibility. We care a lot about building a great culture and we think some interactions need to happen in person, so we put a lot of thought into retreats, offsites, and other ways to gather.