• Partner with small teams to understand business needs and challenges, guide them through account setup/customization and training to ensure success with Badger Maps • Proactively manage relationships through strategic outreach and follow-up to reduce churn and grow account value • Create customer value and loyalty, drive upsells/upgrades based on the customers' needs, and ask for reviews/case studies and referrals through onboarding, training, and other Customer Success Initiatives, like Lead Generation. • Create and maintain internal and external Customer Success materials, resources, and processes • Collaborate with cross-departmental stakeholders in projects to drive company revenue and advocate for customers, with the potential to create and lead your own impactful projects

• Work one-on-one with individual customers to understand their needs, guide them through account setup and customization, and ensure they get the most out of Badger Maps • Handle inbound support calls, delivering fast, clear and effective solutions to a wide range of customer questions • Reduce churn by managing existing customer relationships with strategic relationship building, outreach, and follow-up • Create customer value and loyalty, ask for reviews/case studies and referrals through onboarding, training, inbound support calls, and other Customer Success Initiatives. • Create and maintain internal and external Customer Success materials, resources, and processes • Collaborate with cross-departmental stakeholders in projects to drive company revenue and advocate for customers, with the potential to create and lead your own impactful projects

• Spend ~85% of the day owning complex T1 tickets: assist customers via live chat, email, text, phone, and screen-sharing. • Effectively scope, troubleshoot, anticipate downstream impact, and resolve technical issues while displaying ownership and empathy. • Distill and effectively communicate technical information to customers with varying technical acumen. • Exercise adaptable communication skills, modifying existing macros or creating new responses as necessary. • De-escalate spicy interactions with confidence and escalate when necessary. • Spend ~10% on meetings and administrative tasks. • Identify incidents and accurately follow incident response protocol.

Role Description Our Member Care team is at the forefront of our business. Their role is easily the most important: supporting our members on their healthcare journeys. We're growing our team and looking for warm, passionate people to join us and help deliver the best experience in healthcare. Your job will be to help our members - to answer their questions, help them solve problems, and ensure they have access to the care they need. As a startup, there is no shortage of opportunities, responsibilities, and growth! You'll work alongside a dynamic team that is disrupting the healthcare industry and having a positive and meaningful impact on our members' lives every day. Job Responsibilities - Handle inbound calls and chat boxes from our members in regard to Sidecar Health’s products and services - Provide excellent customer service in a timely and positive manner - Build rapport and maintain positive relationships with existing members to understand their needs and ensure a memorable member experience - Handle issues and complaints where appropriate - Maintain policies and standard operation procedures Qualifications - Education: High school diploma or equivalent required; bachelor’s degree preferred - Bilingual in English and Spanish (preferred) - Experience in healthcare or insurance (preferred) Requirements - Adaptable and resilient - you thrive in a fast-moving, ever-changing startup environment - People-first communicator - you listen with empathy, connect easily, and meet members where they are - Clear and confident in both written and spoken communication, with the ability to answer questions in the moment - Detail-oriented problem solver - you spot the small things and think creatively to help members navigate their plans - Available for one or more of these shifts options (Eastern Standard Time): - Monday–Friday: 10:00 AM – 6:30 PM - Monday–Friday: 11:00 AM – 7:30 PM - Monday–Friday: 11:30 AM – 8:00 PM - Monday–Friday: 8:00 AM - 12:00 PM and 4:00 PM - 8:00 PM - Saturday–Sunday: 9:00 AM – 5:00 PM and Monday–Wednesday: 10:30 AM -7:00 PM (Off Thursday & Friday) Benefits - Competitive hourly wage ($19.00) - Fully paid Sidecar Health medical, dental, and vision - coverage for you and your whole family, on us - A 401k retirement plan - Paid vacation and company holidays - Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S. Company Description Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and accessible for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen. The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent. If you want to use your talents to transform healthcare in the United States, come join us!