Bilingual (Spanish/English) Customer Experience Associate

Bold is the leading healthy aging platform, offering personalized, evidence-based exercise programs for Medicare members that help prevent falls, reduce musculoskeletal pain, and increase physical activity levels. Innovative Medicare plans rely on Bold to deliver engaging, clinically sound exercise programs that members love to use and achieve significant health outcomes.

About the Role

As a key member of our Member Experience Team, you will conduct high-volume outreach to new and existing members, leading to increased enrollment and program completion rates. This is a part-time remote role reporting to the Manager of Member Experience.

Key Outcomes

• Actively conduct outreach via phone, text, and email daily, along with answering inbound tickets.
• Successfully complete assigned tickets each day.
• Maintain a >80% phone answer rate per week.
• Act as a hub for all inbound questions regarding Bold and our offerings.
• Maintain a 92% or higher customer satisfaction score.
• Act as the voice between both customer and Bold.

Key Responsibilities and Skills

The most important skills for the role include:

• 1-3 years of experience as a customer support representative.
• Effective communication: Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate Bold’s technology product and programs.
• Customer Service Tools: Experience working in CRMs and Customer Service tools (we use Insightly CRM and HubSpot).
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions.
• Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information. Able to connect the dots so previous experiences can be applied in new contexts. Ability to move quickly and efficiently using several programs to solve member issues.
• Experience in a role that had direct daily interactions with older adults (e.g., in a senior living community, fitness instructor, patient advocate/coordinator, or a member-facing role within a digital health startup).
• Exceptional verbal and written communication skills.
• Ability to report bugs with detailed descriptions and data to the engineering team.
• High levels of empathy, patience, and a positive attitude.
• Strong ability to analyze situations and solve issues efficiently.
• Technical Skills: Proficiency with computers. Experience with HubSpot, Insightly, Slack, or JustCall are a plus.

Additional desirable experience includes roles with direct daily interactions with older adults.

We encourage applications from people who are fast learners, eager to take on new challenges, and will help us build a best-in-class company that will change what it means to age.

Company Culture

At Bold, we know our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. We deliberately hire people from all walks of life, including but not limited to, race, gender identity, sexual orientation, and disability status.