Role Description This role is intended for a US-based individual who can start at 6-7 am EST and work on occasional US holidays and weekends during the on-call rotation. The Member Success Associate, Lab Visit Support role is a specialized support position responsible for delivering high-quality, real-time assistance to members navigating membership questions and lab visit-related issues. - Impact member experience during a key moment in the health journey. - Support members in high-impact, fast-paced interactions during active lab visit experiences. - Resolve time-sensitive concerns and help members navigate complex situations with confidence and care. - Demonstrate exceptional communication skills, sound judgment, workflow discipline, and the ability to remain calm and effective during emotionally charged or ambiguous situations. Qualifications - Strong Member-Facing Communication Skills - Sound Judgment and Real-Time Problem Solving - Ability to Navigate High-Sensitivity Situations - Demonstrated Workflow Adherence - Ownership Mindset and Self-Sufficiency - Adaptability in a Fast-Paced Environment - Proficiency with Digital Tools and CRM Systems - Excitement to incorporate AI into workflows - Availability and Schedule Reliability - Interest in Health, Wellness, or Consumer Technology (preferred) - Experience in a Quality-Scored Support Environment (preferred) Requirements - Support members in real time through chat, phone, email, and text channels. - Provide specialized support for active lab visit issues and membership-related questions. - Take inbound and outbound phone calls as needed to resolve issues. - Model Function's brand voice and member-first communication standards. - Develop and maintain a comprehensive understanding of Function's platform and operations. - Handle complex, urgent, or high-sensitivity member cases with empathy and professionalism. - Follow LVS workflows accurately and consistently. - Exercise strong judgment in determining when to escalate situations. - Maintain awareness of individual performance against quality and productivity expectations. - Utilize internal systems and tools effectively to document interactions. - Communicate proactively with Sr. MSAs and leadership when issues arise. - Adhere to assigned schedules and maintain responsiveness throughout working hours. - Contribute to onboarding, knowledge-sharing, and team initiatives. Benefits - Competitive salary and benefits package. - Flexible working hours. - Dynamic work environment where creativity and innovation are encouraged. Company Description Function Health is the AI operating system for health, designed to empower people to live 100 healthy years. We are redefining how individuals understand, measure, and improve their health by moving beyond reactive care and enabling proactive, data-driven insight into human biology. - Recognized as one of Fast Company's Most Innovative Companies of 2024. - Venture-backed by Andreessen Horowitz (a16z). - Hundreds of thousands of members have joined Function to take control of their health. - Recently announced a $298M Series B and is entering its next chapter of growth. - Committed to building a diverse and inclusive workforce.

• Manage end-to-end customer interactions (phone, email, chat) related to online orders • Handle delivery tracking, returns, refunds, payment queries, and shipping investigations • Review and process order-related data and business requests • Collaborate with couriers, financial institutions, and internal teams • Ensure strict compliance with PCI & GDPR policies • Analyze and resolve complex cases, escalating when necessary • Contribute to continuous improvement of customer experience and team performance

• Responsible handling of customer inquiries by phone and in writing • Careful documentation of conversation outcomes • Providing competent and friendly customer advice • Working independently within a motivated international team

• Responsible handling of customer inquiries by phone and in writing • Thorough documentation of conversation outcomes • Providing competent and friendly customer support • Working independently within a motivated international team