Member Experience Associate, VIP Customer Success

Company Overview:

About Function & Ezra

Function Health was founded with a singular focus: empower you to live 100 healthy years. We’re doing that by using the best available technology to ensure people don’t suffer or die a preventable death. Function has been recognized as one of Fast Company’s Most Innovative Companies of 2024 and is venture-backed by Andreessen Horowitz (a16z). Hundreds of thousands of members have joined Function to take control of their health.
In 2025, Function acquired Ezra, the leading provider of MRI screening for early cancer detection. Ezra pioneered accessible, AI-enhanced MRI imaging to help people catch cancer and other diseases at their earliest, most treatable stages. By bringing Ezra into Function’s ecosystem, we’re combining world-class screening with advanced lab testing and cutting-edge technology — creating the most comprehensive preventive health platform on the market.

Our Mission at Ezra

Our mission at Ezra is to detect cancer early for everyone in the world. We offer a direct-to-consumer cancer screening service that leverages MRI and Artificial Intelligence to make cancer screening fast, accurate, and affordable. We are fully operational in multiple states such as New York, California, and Florida with an MRI-based screening program covering 13 organs.
We believe in empowering people to be proactive with their health decisions. Our members sign up for an Ezra, visit a partner imaging center to get an MRI scan, and receive a comprehensive screening report within 7-10 days.

Your Mission

As an Operations Member Experience Associate at Ezra, you will play a key role in delivering a best-in-class experience for every member, VIP, and partner. You’ll be responsible for helping ensure member satisfaction, supporting high-value VIP and influencer members, and assisting employer and physician partners with operational needs. This position is highly customer-facing and requires exceptional interpersonal skills to influence positive outcomes, resolve complex member concerns, and create memorable experiences that drive loyalty and referrals.
You’ll be part of a mission-driven, fast-paced team that thrives on empathy, accountability, and curiosity. You’ll collaborate with teams across Ezra—from Care and Marketing to Engineering—to continuously improve the member experience and help scale our impact. You’ll be empowered to act like an owner, solve problems creatively, and help shape the future of preventive healthcare.

Role:

What You’ll Do:

As Ezra’s Operations Member Experience Associate, your responsibilities will include:

• Supporting the collection and tracking of member satisfaction (NPS) and lead the resolution of complex member concerns and complaints, using emotional intelligence and persuasion skills to turn potentially negative experiences into positive outcomes and strengthen member loyalty
• Deliver white-glove, concierge-level service to high-value members, anticipating needs, providing personalized recommendations, and ensuring every touchpoint exceeds expectations
• Tracking and documenting all member and partner interactions in Intercom or other systems
• Identifying and suggesting process improvements to streamline operations and enhance the member experience, using your direct member feedback and relationship insights to influence operational changes
• Serving as the first point of contact for inbound member inquiries via phone, email, chat, or text, answering questions and guiding members through their journey, demonstrating exceptional customer service skills and the ability to guide conversations toward positive resolutions
• Assisting employer and physician partners with onboarding, operational questions, and day-to-day support to ensure a seamless experience for their employees or patients, building strong working relationships and using consultative communication to address their needs and drive program adoption on an as needed basis 
• Collaborating with the Care and Marketing teams to ensure a consistent, “wow” experience for members, serving as the voice of the member in internal discussions

Key Responsibilities:

Requirements:

• Bachelor’s degree or above
• 1–3 years of customer-facing experience in operations, member experience, customer support, or high-touch support roles
• 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 influen