Company Overview:

About Function & Ezra

Our Mission at Ezra

Your Mission

Role:

What You’ll Do:

• Deliver white-glove, concierge-level service to VIP and high-value members by anticipating needs and providing proactive, personalized support
• Manage VIP member experiences with a high level of responsiveness and attention to detail
• Serve as a primary point of contact for VIP members throughout their journey
• Gather feedback from members and share insights with internal teams to help shape improvements and identify trends
• Contribute to initiatives aimed at improving member satisfaction
• Guide employer and physician partners with onboarding, operational questions, and support to ensure a seamless experience
• Assist with inbound member inquiries across phone, email, or chat
• Light travel (about one day per month, as needed)

Key Responsibilities:

Requirements:

• Bachelor’s degree or above
• 2-5 years working with VIP members or clients with proven ability providing a high touch, tailored and thoughtful experience
• Participated in the collection and deeper understanding of member NPS scores leveraging insights to make meaningful business changes
• Strong organizational skills and ability to manage multiple priorities
• Natural empathy and emotional intelligence with demonstrated ability to de-escalate conflicts and create positive experiences
• Proven track record of building relationships and influencing positive outcomes in challenging situations
• Exceptional communication and interpersonal skills with the ability to connect with diverse personalities and backgrounds
• Strong problem-solving skills, detail-oriented, and resourceful
• Proactive, self-motivated, and thrives in ambiguous, fast-paced environments
• Proven track record of grit (resilience, passion, and self-motivated)
• Familiarity with a medical or health-related environment is a bonus
• Comfort with being the "face" of the brand and representing Ezra's values in every member interaction

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization: 
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.
• Member-First, Always: 
  • We design and deliver like we’re caring for someone we love.
  • We create clear, actionable, human experiences.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.
• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.
• Radical Ownership, Relentless Execution:
  • We don’t just ship—we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.
• Mission Over Ego: 
  • We are ruthlessly aligned to our mission—and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.
• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision—data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us: