About Season

Season is a remote first startup (with a hub in Austin) building the world’s first Digital Food Farmacy. Our platform allows doctors, registered dietitians and other healthcare experts to prescribe Food as Medicine. This prescription, in the form of a consumer app, allows patients to conveniently choose, procure and enjoy the foods that are right for their clinical nutritional needs and which fit their lifestyle, household preferences and tastes - and finally realize the promised benefits of Food as Medicine. 

Season is backed by LRV Health, 8VC, Bain Capital, Healthy.VC and Grand Central Tech among others. Season recruits, employs, compensates, and promotes regardless of race, religion, color, national origin, gender identity, disability, age, veteran status and other protected status as required by applicable law and as a matter of our company ethics.

About The Role

As an early member of our Customer Operations and Support team, you will be instrumental in overseeing the customer experience and engagement of our patients, from first Registered Dietitian referral, through to their continued meal and grocery ordering experience with Season. You will help establish the Season patient experience through supporting Season’s grocery ordering service and other services.   Your role will heavily focus on working directly with our patients, servicing inbound requests and ensuring the fulfillment of their nutrition prescription. This involves building a foundational knowledge on the various conditions and diets that Season supports and working on patient-specific ingredient substitutions. You will also work cross functionally with our Product, Clinical, and Market Operations teams as we quickly identify opportunities to iterate on improving our product and service and maintain lines of communication with our patients, all to allow the team to build a world class experience for patients.  

What You Will Do

• Serve as the frontline between Season and the clients patients who use our Food Farmacy platform

• Deliver high-quality remote support by engaging with patients across a number of modalities (text, phone, email, and Zendesk support) to manage and respond to any incoming requests from patients 

• Refine and manage a system for triaging and escalating client-generated tickets internally as appropriate (e.g. Clinical and Culinary questions) 

• Perform administrative duties including documenting interactions with clients in internal Season tools, monitoring and reporting on key customer service KPIs (e.g. service delivery time, client satisfaction, tickets resolved), and so on

• Iterate continuously by leveraging both your operational experience and patient feedback to make improvements to existing processes 

• Alongside Clinical team, clarify information regarding Food Farmacy Prescriptions (including client preferences) with both clients and their referring Registered Dietitian or provider, particularly for clients with complex needs 

• Collaborate with Product team in identifying areas for opportunity to automate components of customer service, or refine user experience in product, and to help identify and translate manual workflows into software driven solutions

About You

• Bachelor’s degree (or higher) in nutrition or dietetics OR has a nutrition and dietetics technician, registered (NDTR) credential

• Strong customer orientation with a deep sense of empathy and a passion for helping people; possess an obsession providing an exceptional experience

• Exceptional written and verbal communication skills

• Task-oriented achiever who is energized by completing a to-do list 

• Quick learner who is excited by ambiguity, a fast rate of change, and having a direct hand in developing core processes and tools

• Demonstrated ability to set priorities and work relatively independently

• Flexibility and availability to respond on weekends and occasionally evenings

What You Get

• A part-time or full-time role at a competitive wage

• Flexible work arrangements

• An opportunity to use your skills to help improve nutrition and population health at a mission-driven company

• A stipend to customize the tools you need to do your best work (get a special monitor, noise canceling headphones, a sick mechanical keyboard, etc)

• Fun coworkers 

• A fully remote environment with regular in person meetups