Member Experience Optician (Travel)
About XP Health
At XP Health, we're on a mission to revolutionize vision care through cutting-edge technology, including augmented reality, while ensuring a delightful and seamless user experience. We aim to make high-quality eye care accessible to everyone. Today, we are honored to serve over 3,000 clients, including several Fortune 500 logos and notable Silicon Valley companies. With passionate founders and a team that boasts deep expertise in the field, XP Health has driven efficient, best-in-class growth to date, and is hungry for more.
We invite you to become part of our dynamic and diverse team, where unique perspectives meet unparalleled growth opportunities. With over $50M in funding raised, including our Series B round in early 2024, we’re positioned for exciting new challenges and impactful contributions to the healthcare landscape.
We’re looking for a Member Experience Optician to join our Member Experience team. This role is critical to delivering high trust, high touch care to our members and employer partners as XP Health continues to scale with intention and impact.
This role is ideal for someone who thrives in a dynamic environment, enjoys building relationships, and wants to grow alongside a rapidly scaling company.
📍 Location: Remote
✈️ Travel: 25-40%, including onsite client visits, open enrollment events, and trunk shows
What You’ll Do
- Member Support and Optical Expertise
- Provide expert guidance to members on eyewear, lenses, and optical benefits across virtual and in-person settings.
- Take ownership of optical inquiries through Zendesk, Slack, and other support channels, resolving issues with clarity, care, and efficiency.
- Deliver personalized recommendations that reflect both clinical knowledge and member lifestyle needs.
- Proactively communicate order status updates and collaborate cross-functionally to resolve escalations.
- Field, Events, and Client Engagement
- Travel to client sites and open enrollment events to represent XP Health in person.
- Lead and manage XP Health trunk shows, including product selection and presentation, on-site facilitation, and hands-on optical services such as frame styling and optical measurements for prospects and members.
- Serve as a confident, professional speaker for small and large groups, educating members on benefits, products, and the XP Health experience.
- Deliver engaging, high-touch interactions that build trust and excitement with members and client stakeholders.
- Act as a brand ambassador, ensuring XP Health is represented consistently, accurately, and with polish in all live environments.
- Order Management and Quality Assurance
- Manage end-to-end optical orders, including lens selection, order tracking, returns, and remakes.
- Ensure all optical transactions meet quality standards and align with company policies.
- Training and Team Enablement
- Support and mentor Tier 1 Member Experience agents by strengthening their optical knowledge and confidence.
- Contribute to training materials and best practices related to eyewear, member communication, and service excellence.
- White-Glove and VIP Service
- Conduct personalized virtual consultations for VIP members, delivering elevated, concierge-level support.
- Build long-term member relationships through thoughtful follow-up and seamless experiences.
- Continuous Improvement
- Maintain deep knowledge of XP Health products, services, and evolving optical offerings.
- Identify trends, gaps, and opportunities to improve member experience and operational efficiency.
- Share insights from field events and member interactions to inform internal teams.
What We’re Looking For
- Strong opticianry background with hands-on optical expertise.
- Proven customer-facing experience, including comfort speaking with groups and presenting information clearly.
- Excellent written and verbal communication skills with a professional, engaging presence.
- Ability to travel up to 25–40%, including occasional evenings or weekends for events.
- Strong organizational skills and comfort balancing virtual support with in-person responsibilities.
- Collaborative mindset and ability to work effectively across teams.
- Flexibility and adaptability in a fast-paced, growing environment.
Bonus Qualifications
- ABOC is a plus
- Experience with Zendesk, or other major ticketing CRM
- Experience with startups is a plus
- College degree is a plus
CA Pay Range
$30—$32 USD
Compensation & Benefits
We offer a competitive compensation package that includes salary, equity options, paid time off, bonuses, a 401K plan, and comprehensive benefits. We believe in taking care of our team members so they can focus on their work and personal development.
XP Health’s company values
- Members First: We put our members at the heart of everything we do, driving every decision with their needs in mind.
- Drive Impact: We are achievement-oriented, have an ownership mindset, transcend expectations, and focus on delivering excellence. We measure success by the impact we create.
- Innovate Boldly: We tap into our individual talents to challenge the status quo and pioneer courageous new ideas.
- Grow Together: We embrace curiosity, challenges, and continuous improvement while supporting each other’s growth. Mistakes are welcome; we learn, adapt, and move forward together.
- Lead with Kindness: We strive for excellence while remaining humble, empathetic, inclusive, and grounded.
Diversity & Inclusion Commitment
At XP Health, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We believe that a variety of perspectives and experiences contribute to innovation and success. We welcome applicants from all backgrounds, including racial and ethnic minorities, individuals with disabilities, veterans, and members of the LGBTQ+ community.
Our goal is to create an environment where everyone feels valued, respected, and empowered to contribute their unique talents. We encourage all individuals who are passionate about our mission to make vision care more affordable, accessible, and convenient to apply, and join us in building a more inclusive future together.
Come join our fast-growing team to disrupt and recreate a better vision care experience from the ground up!