Operations Coordinator – Temporary

 Cleo Labs - Company site
 June 21, 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: Operations Coordinator (Temporary – 4 months)
We are looking for a highly motivated self-starter to join our Member Operations team on a 4-month temporary basis (averaging 25 hours per week). As the Operations Coordinator, you will be the glue for Cleo’s Member Operations team, managing the day-to-day customer service needs of our members and experts around the country. You will assist our Cleo Guides with member needs as they arise, connecting families with health experts, and delivering high-quality customer support to ensure that every member’s experience with Cleo runs smoothly.
As the Coordinator for Member Operations at Cleo you’ll have the opportunity to:
-Make a major impact on the lives of new and expectant families
-Drive the success of Cleo from the front line: families and experts
-Work with passionate, smart, and enthusiastic people
This role reports to the Director of Member Support Operations.  

Key Responsibilities:

  • Fulfill scheduling needs as relayed to you by Cleo Guides to ensure the smooth fulfillment of sessions, in a timely and accurate manner
  • Handle all scheduling requests and enter information in our database to maintain a record of when, how, and with whom sessions are occurring
  • Provide excellent customer support to families and experts
  • Provide high quality internal customer service to cross functional teams
  • Provide account management for experts around scheduling and billing as well as reviewing monthly payments for our Business Manager
  • Identify and contribute new ideas for how to improve processes for all involved
  • Support Cleo Family Guides and the internal Cleo Operations team with ad hoc needs as they arise
  • To be successful in this role you may have:

  • 1-3 years experience in an administrative or customer service role. Bonus if you have experience with supporting family-centered programs
  • Excellent verbal and written communications skills and the ability to tailor your voice to different audiences as needed 
  • Exceptional attention to detail as it relates to logistics, customer service issues, and coordination
  • An ability to be organized, proactive, and to work cohesively as part of a team
  • A passion for building and maintaining great member experiences with a positive and motivated team approach, even under pressure
  • Comfort with professional software such as Google Sheets and Google Drive, ticket management systems such as Front App, chat-based team collaborative apps such as Slack, and experience using Google Calendar in a professional environment
  • Background in and/or passion for working in health services related to women’s health, maternity, or childcare
  • #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 highly encourage people of any 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.