Cleo Specialist (LATAM)

About Cleo:
Cleo is the only global, holistic family care platform supporting individuals throughout every life stage.
Whether individuals are growing their family; raising babies, children, or teenagers; caring for an adult loved one; doing both as part of the growing Sandwich Generation; or taking care of their own health, Cleo provides life-changing care for families and caregivers through all stages of life. Serving more than 200 clients with members in more than 70 countries, Cleo is proven to improve mental health and decrease burnout for members, all while maximizing cost savings. Cleo delivers evidence-based interventions to improve the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend. Cleo has a total $84.7M investment led by top investors such as Transformation Capital, Glynn Capital, PruVen Capital, Gaingels, Greylock, NEA, and Felicis. We're a collaborative and motivated team, and now are looking for experienced and passionate team members like you to join us.
Title: Cleo Specialist
As a Cleo Specialist, you will play a crucial role in ensuring exceptional member experiences for our organization's members. Using your expertise in adult caregiving, you will support members in both 1:1 and group settings as well as consult with your colleagues on the Guide Team to provide holistic care.

Key Responsibilities:

• General Member Support:
• Provide accurate and clear information about Cleo’s support offerings.
• Deliver high-quality assistance and support through various communication channels, including phone and/or video calls, and app messaging.
• Actively listen to members' concerns, inquiries, and feedback, demonstrating empathy and patience while addressing their needs.
• Collaborate with members, other Cleo Guides and specialists to implement and manage personalized family support plans that drive defined outcomes, as defined in Cleo’s workflows.
• Address any social determinants of health and wellbeing shared by members and connect them to available resources for further support.
• Appropriately utilize Cleo’s resources to deliver high value interventions as defined by internal support structure and other documentation.
• Collaborate with other Cleo care team members on a daily basis to facilitate comprehensive, integrative, individualized support rooted in evidence-based, best practice care.
• Live Support:
• One-on-one:
• Provide empathetic, evidence-informed practical support to clients in a one-on-one setting (Zoom phone and video).
• Monitor progress and make adjustments to support plans as necessary.
• Develop individualized support plans and interventions as needed to address specific issues.
• One-to-many:
• Facilitate educational classes, workshops, webinars, and peer support groups
• Monitor progress and make adjustments to support plans as necessary.
• Foster a safe and inclusive environment for open discussion and peer support.
• Encourage active participation and engagement within the group.
• Host webinars for marketing purposes (sales, customer success, enrollment, engagement).
• Messaging Support:
• Provide accurate and helpful information to resolve member issues, answer questions, and address concerns.
• Collaborate with Guides to craft messages as they pertain to your area of expertise.
• Answer questions that Guides bring to internal communication platforms and in live meetings.
• Content & Resource Development:
• Create group curricula that align with defined outcomes/topics and high value interventions.
• Write content for both member-facing in-app articles and team-facing resources.
• Develop and record short educational videos to be used in the app.
• Act as a subject matter expert for the creation and improvement of programs, services, and products.
• Provide training materials for professional development of the team at large.
• Documentation:
• Maintain accurate and up-to-date records of member interactions, ensuring comprehensive and clear documentation of conversations, actions taken, and goals met.
• Continuous Improvement:
• AActively contribute to the enhancement of member support processes, suggesting ideas for improving workflows, tools, and communication strategies.
• Participate in training and development sessions to stay updated on Cleo policies, industry trends, and product/service offerings.
• Commit to learning and growth specific to DEI/inclusive support with the goal of unlearning harmful biases when applicable.
• Evaluate the effectiveness of high value interventions and make suggestions for improvements as needed.
• Collect, interpret, and present data on support provided to the team.
• Participate in regular case reviews of support provided to members both as a presenter and participant.
• Maintain qualifications in your area(s) of expertise through completion of recertification requirements, continuing education, and awareness of relevant research, innovations, and evidence-informed best practices.

To be successful in this role you may have:

• Spoken and written fluency in English and Spanish.
• Preference for those residing in México, though will consider individuals fluent in Spanish but residing in other Latin American countries.
• Experience providing support to caregivers of aging individuals and their families. Strong preference for those with experience or certification in the following areas: social work, memory care coaching, dementia care, or caregiver support specialist.
• Ability to creatively problem-solve, think critically, and make decisions with a high degree of autonomy.
• Strong communication skills, both verbal and written; an ability to provide clear and concise guidance; through in-app messaging and over the phone or video call with an empathetic tone.
• A solution-oriented mindset, an ability to be self-motivated, and an energy and drive to deliver exceptional member experience, and to support families across the globe.
• An eagerness to work in a collaborative environment; with the ability to effectively navigate technology such as Google Suite, Front, and Slack in a remote environment.
• An ability to thrive in an ever-changing, rapidly expanding fast-paced startup environment.

Competencies:

• Technical and Business Expertise:Help to improve the family 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.
• Member-Focused: Challenge and support the development of Pod Teams to prioritize member needs; while delivering individually tailored solutions. Developing rapport and strong relationships with members, 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.
• Communication: Listen well, express verbal and written ideas fluently and logically, are open to input, 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.

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.
Role Transparency: This is a part-time (10-15 hours) independent contractor role.

Originally posted on Himalayas

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