Guide

 Cleo Labs - Company site
 January 13, 2022
 Remote, USA
About Cleo:
At Cleo, we make a real impact by doing work that matters: helping families be their best at home and at work. 
Cleo is the leading family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of Guides and Specialists—parent and maternity coaches, doulas, lactation consultants, sleep experts, and more—with a powerful technology platform that helps every working parent succeed as they grow both their families and their careers. 
Cleo is offered by over 100 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, The Learning Care Group, and Pinterest. With $81M raised from top investors including NEA, Greylock, and Transformation Capital, we’re expanding our offerings and our team to meet the growing demand of employers, parents, and the healthcare sector. Now we’re looking for experienced and passionate team members like you to join us. 
Title: Guide
Overview: 
As a Guide at Cleo, you’ll have the opportunity to make a huge impact and create long-term relationships with members throughout the various stages of parenthood, from considering to expecting parents through school age. You will work collaboratively with a team of talented and passionate care professionals who will innovate and challenge the current state of health care, and support members as they navigate work-life and parenthood. 
This is a part-time role, with hours ranging between 15-25 hours/week. In this role, you will assist members as they navigate parenthood; connect them with local community resources; refer them to Cleo’s network of specialized experts, and deliver high-quality support to ensure that every member’s needs are met. You will help shape our evidence-based care model, personalizing your support to meet the needs and preferences of each family. You get to create relationships with your members that are based on trust, knowledge, and non-judgemental support. You will have the chance to use your expertise to triage specific questions and circumstances to determine the scope and qualifications required to respond.

Key Responsibilities:

  • Provide premium service by guiding members through Cleo’s various service offerings or helping to direct and navigate members to their other healthcare and related benefits 
  • Seek guidance when support and member needs fall outside of your scope of expertise. Escalate any urgent and emergency issues 
  • Support the improvement of Cleo’s product, service, and growth through delivering insights, feedback, and expertise, including projects and duties as the needs of the business grow and expand 
  • Provide detailed and timely completion of administrative and supplemental activities, such as maintenance of member records, plans, and data in our proprietary system 
  • Collaborate within the Member Operations department and larger cross-functional Cleo organization to support knowledge sharing and Cleo’s growth deliverables 
  • Experience & Education:

  • 1-2 years experience (or equivalent) in perinatal, postpartum, parenting, or childhood to young adult support
  • Able to creatively problem-solve, think critically, and make decisions with a high degree of autonomy
  • Able to take initiative and exercise independent judgment to support program development and success 
  • Clear and concise communicator, solutions-oriented, able to tackle challenges with creative thinking, with a willingness to go above and beyond
  • Able to navigate and collaborate using technology such as Google Suite, Front, and Slack in a remote environment
  • Competencies:

  • Adaptability & Flexibility: Can adapt to a rapidly changing environment, can constructively create opportunities for change through active participation, and address new challenges 
  • Member Focused: Challenge and support development of Pod Team to prioritize member’s needs; while delivering individually tailored solutions. Developing rapport and strong relationships with member, Pod Team, and cross-functional team members
  • Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps 
  • Business Expertise: Help to improve the member experience via feedback on services and available technology. Provide key feedback on member experience to help our cross-functional team build and further develop key features 
  • Communication: Listen well, express verbal and written ideas fluently and logically, are open to giving and receiving feedback, and can be depended on for truthfulness and integrity 
  • Results-Oriented: Are goal-directed, focused, and accountable for meeting commitments, while also recognizing the contributions of peers
  • Technical Expertise: Can comfortably acclimate to new technology systems and platforms and exhibits technical proficiency. 
  • #LI-Remote
    We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying. 
    Cleo is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.