Bilingual (English/Spanish) Member Advocate

Every morning, 10,000 Americans wake up and begin their first day of retirement. For these older Americans, determining how they manage healthcare during this period of their lives will be critical. For most, this will involve navigating Medicare (healthcare coverage for retirees over 65). Yet, the process of navigating Medicare is arduous and complex. Chapter has built industry-leading, proprietary technology to fulfill a simple promise: Help retirees find the best health coverage to meet their needs while reducing what they pay for it.

Summary: At Chapter, we're in build mode; majorly expanding our team while also growing as a company. We are looking for a Member Support and Retention Specialist to help us establish the support and retention function. The biggest challenge facing many Medicare advisory organizations is poor retention, with large organizations churning upwards of 40% of customers in year one. To date, our retention at Chapter has been best-in-class and more than an order-of-magnitude better than larger players. You will be responsible for working with customers to renew their plans and providing other post sales support. Chapter's Member Experience team is committed to providing outstanding service to our members —many of whom are entering for retirement for the very first time.

What you’ll do:

• Collaborate closely with the Medicare Advisory team to ensure a seamless transition from becoming a new Chapter Medicare policy holder to long term member
• Manage annual renewal cycles to maximize customer retention
• Build retention tools and processes in conjunction with Operations and Product teams
• Work with team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
• Handle customer escalations from your team

What you’ll need:

• 1+ years in Customer Support / Success role
• Willingness to be highly detailed oriented, combined with keen empathy for Chapter members
• Drive to succeed and passion for the role, industry and mission
• Uncompromising integrity and strong dedication to professionalism
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Experience at a start-up preferred.

This is an in-person role based in our office in Phoenix, Arizona. Salary: $25 / hour; up to 40 hours a week plus full benefits, including medical, dental, and vision insurance and free lunch in the office every day.

Chapter is an independent medicare advisor. We help Americans to navigate Medicare, supporting them as they sign up and choose specific coverage. Unlike most Medicare advisors who only search plans that pay them, Chapter searches every Medicare option nationwide. This allows us to find savings and benefits that others miss.

We are an equal-opportunity workplace. We are deeply committed to building an inclusive workplace for people of all races, ages, gender identities, sexual orientations, religions, and ethnicities.