Quality Assurance, Support Advocate

| Santa Monica
We are a 125+ person team funded by top-tier firms, based in Santa Monica, CA with satellite offices in San Francisco. We are a low-key but tight-knit group of hard-working people working to fix America's broken healthcare system. Americans spend over $400 billion per year on prescriptions and too many people simply can't afford the medications they desperately need. Join GoodRx and help us solve meaningful problems that help us make people’s lives better every day.
About the Role
GoodRx is looking for an extremely smart and capable Support Advocate, Quality Manager to ensure that the millions of consumers using our service are having an exceptional support experience. GoodRx is America’s leading prescription price transparency platform and offers clear and simple solutions that help people afford life-saving medications.
The ideal candidate will have customer facing experience - preferably with experience working with prescription drugs, pharmacies, and pharmacy benefit managers to help individuals fill their prescriptions correctly. This individual should possess a deep understanding of what it takes to keep customers/members not just satisfied, but delighted. This individual should have experience working across teams at different sites.
Responsibilities:
  • Monitor and assess call and email support channels
  • Prepare and deliver timely, accurate and organized quality reports to management and vendors
  • Ensure proper documentation of all processes and content updates
  • Coordinate and facilitate call calibrations sessions for call center vendor
  • Be consistently excited about providing world-class support to millions of users every month
  • Manage relationships with vendor to ensure timely resolution of customer issues
  • Work closely with vendors on best practices and new initiatives around providing amazing customer support
Skills & Qualifications:
  • Personable demeanor with a “can do” attitude and takes pride in helping customers
  • Call center and/or customer support experience 
  • Computer proficiency required
  • Experience using Zendesk and ZenDesk talk
  • Desire to work in a fast-paced environment, that evolves with customer needs
  • The ability to understand complex situations and drive to a meaningful outcome
  • Good written and oral communication skills; strong interpersonal communication
  • Thrives in a close-knit team and companywide cross-functional teams
  • Enjoys flexing their problem solving and analytical skills whenever applicable
  • Bonus: Experience with call center quality assurance, experience working with third party call center vendors
About GoodRx
GoodRx is America’s leading prescription price transparency platform. More than 8 million people use GoodRx’s website and popular mobile apps each month. GoodRx helps consumers save up to 80% on their medications by delivering prices and available discounts at nearly every pharmacy in the U.S. Thousands of physicians and employees use GoodRx, and its services have been positively reviewed by Good Morning America, the American Heart Association, The New York Times, ABC News, AARP, Forbes and many others.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • PyramidFrameworks

Location

Our office is located by the 3rd Street promenade in Santa Monica with direct beach views. Onsite parking provide.

An Insider's view of GoodRx

How would you describe the company’s work-life balance?

GoodRx hires team members we can trust and empower. With thoughtful hiring, we have assembled a team that is inherently self-motivated, driven and doesn't require (or want) micromanagement.

Reena Scoblionko

Director of HR

What are GoodRx Perks + Benefits

GoodRx Benefits Overview

- Medical, vision, dental, STD, LTD and AD&D to all full-time employees
- The company offers one (great) PPO Medical plan at NO COST to employees AND dependents
- 4% 401k match
- Meaningful stock options
- Discretionary leave
- Classpass Membership
- Onsite Parking
- Dog friendly office

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
- Medical & Dependent Care FSA available (offered through Navia) $2,700 pre-tax per calendar year $5,000 pre-tax per calendar year
Disability Insurance
Covered @ 100%
Dental Benefits
Offered through Anthem Employees covered @ 100% Dependents covered @ 50%
Vision Benefits
Offered through Anthem Employees and Dependents covered @ 50% Monthly costs range from $3.24 (self) - $9.87 (family)
Health Insurance Benefits
Offered through Anthem Anthem Blue Cross Classic 500 PPO - employees AND dependents covered @ 100% Anthem Classic 250 PPO - monthly cost ranges from $60 (self) - $187 (family)
Life Insurance
STD, LTD, LIfe & AD&D - ALL covered @ 100%
Retirement & Stock Options Benefits
401(K) Matching
4% 401k match - no vesting period
Company Equity
Stock Options available to full-time employees
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
And Cold Brew and Kombucha!
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Catered lunches on Tuesdays & Thursdays Bagel Fridays Snacks and Drinks that put the freshman 15 to shame!
Game Room
Stocked Kitchen
Happy Hours
Weekly Thursday Happy Hours
Parking
Company paid parking onsite or $100/mo parking waiver
Pet Friendly
Your pets can work alongside David Bowie (dog)
Relocation Assistance
Fitness Subsidies
- ClassPass Membership
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Working at GoodRx means you can take pride in knowing that your work has a direct and meaningful impact on our users day to day lives. We are disrupting the healthcare space by making prescription drugs accessible and affordable to Americans.

Aside from a great office environment and "perks", the real benefit is working alongside an empowering leadership team, wickedly smart colleagues all while providing a service that helps its customers.

Social Good + Successful Business Model + Great Colleagues = GoodRx

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