Customer Success Agent (Remote)

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Who We Are

Visibly is a Chicago-based healthcare technology company founded in 2012, building digital vision care solutions that enable patient choice and provider capacity. Online vision testing is just the start; Visibly envisions a world where technology enables patients and doctors to connect easily and make other aspects of vision care more convenient and accessible to everyone. 

We launched the first online refractive eye test that delivers a physician-issued prescription for glasses or contact lenses and we are the first FDA-cleared online visual acuity test on the US market. (See our announcement here)

Job Description:

As the primary customer point of contact, the Customer Success Agent’s positive attitude sets the tone for how every customer interacts with our platform on a daily basis. In this role, they will be expected to apply operational expertise to understand, assist, and resolve customer concerns across multiple support channels. They will also work with Senior Customer Success Agents and Team Leads to identify and provide input on optimization or process opportunities. 

Requirements:

  • 1+ years of Tier 1 call center/operations experience is preferred
  • 1+ years of experience with CRM (Zendesk, Salesforce, or other CRM) and CS tools (Telephony platforms, Slack, G-Suite) 
  • Strong written and verbal communication skills
  • Experience in shifting priorities at a moment’s notice

Bonus if you have it:

  • Optical knowledge
  • Knowledge of HIPAA
  • Previous front-line experience in retail, food and beverage, or hospitality

Responsibilities:

  • Work with Senior Success Agents to handle customer communication and manage support channels 
  • Identify opportunities for process automation and optimization and work directly with Team Leadership to deliver on those opportunities
  • Meet identified team-wide KPIs and metrics on a weekly basis
  • Support customers across the entirety of their experience with Visibly and the vision test platform

Benefits:

Just like our patients, we treat our employees with the utmost care. In addition to competitive compensation, equity packages, and performance-driven bonuses, working here is on par with the most exciting employers on the market.

  • Competitive compensation
  • Health insurance, medical and dental
  • 401(k)
  • Subsidized lunches
  • Free eye prescriptions from the Visibly system
  • Flexible vacation
  • Work-from-home policy

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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