Member Support Specialist

This role is hybrid role and will require some onsite work in our San Bruno office.

• Answer support tickets within the defined SLA
• Responsible for achieving CX CSAT and NPS targets
• Build and maintain customer support macros / canned responses for both chat and email cx channels
• Obsess about continually improving the end-to-end customer experience
• Partner cross functionally to build our new-hire and recurrent training program. Train the first group of agents. 
• Oversee the needs and requirements of the CX team from equipment, to software licenses, and 1:1s.
• Communicate high-priority customer support issues to appropriate teams internally such that the root cause can be mitigated 
• Responsible for the testing, optimizing, and training of new tools/processes/channels.
• Other responsibilities as requested by the Customer Support Lead

• Minimum 4+ years of experience or college degree
• Experience being the admin or user of the tools/systems in our stack
• Experience and understanding of process improvement implementations
• Knowledge in working in operations teams
• Experience working in a high-growth, dynamic environment
• Exceptional written and verbal communication skills
• Data-driven problem solving skills and the ability to drive quality and process improvements

The estimated base salary range for this position is $60k to $75k, which does not include the value of benefits or a potential equity grant. A wide range of factors are considered in making compensation decisions, including but not limited to skill sets, market conditions, experience and training, licensure and certifications, and business and organizational needs. At Mill, it is not typical for an individual to be hired at or near the top of the range for their role.