This is a role is a Full Time, PST role that works Wednesdays through Sundays.

As a Senior Associate, Membership Experience, you will play a key role in delivering a seamless, member-first experience across digital communication channels (mostly e-mail). You’ll manage timely and accurate communication with members, ensure product quality standards, and help uphold Vivrelle’s brand promise through exceptional customer service. This role requires service-centric instincts, elite attention to detail, and excellentjudgment.

This role reports to our Director, Member Experience.

What You’ll Do…

Member Communication & Support

Manage member communication through the shared email inbox with fast, accurate, and brand-aligned responses

Provide thoughtful solutions that balance member satisfaction with operational realities

Maintain communication standards that are consistent yet personalized

Maintaining Vivrelle’s Quality Standards

Escalate product quality issues to leadership and cross-functional partners as neededIdentify trends across member escalations or product issues and proactively surface insights for action

Service Excellence & Experience Leadership

Uphold Vivrelle’s commitment to a polished, trustworthy, and member-focused experience at every touchpoint

Act as a knowledgeable resource on product condition, availability, and service policies

Anticipate member needs and reduce friction throughout the service journey

Cross-Functional Support

Partner with Operations and Member Experience leadership to identify member trends, product issues, or recurring pain points

Share actionable feedback to influence improvements across policies, workflows, and communication templates

Support onboarding and knowledge-sharing to maintain consistent standards across the team

Who You Are

3+ years of experience in consumer customer experience (non-negotiable)
A warm communicator, in writing and verbally
Someone who holds themselves to incredibly high standards of accuracy and service
Comfortable following guidelines with a dash of creativity and common sensical problem solving
Customer-obsessed balanced with operational pragmatism
Positive, Resourceful, Proactive
Comfortable taking risks and making suggestions to senior executives
Historical proof of being able to operate with little guidance

$58,000 - $75,000 a year

Benefits Include:

Medical, dental and vision benefits to help you take care of your health and well-being

401k Plan

17 PTO days (and earn more every year!)

7 Sick Days

Fully Paid 12 Week Parental Leave + a return to work program

Fully stocked kitchen

Dog friendly office

Discounted Vivrelle Membership

Discounted Talkspace, Citibike, Peleton and Kindbody memberships

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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