OUR MISSION

Calibrate is on a mission to change the way the world treats weight by redefining obesity care as a matter of biology, not willpower. Designed by world leaders in metabolic health, our program combines clinical research, personalized coaching, and lifestyle intervention to deliver lasting weight loss and improved metabolic outcomes. With obesity as America’s largest chronic condition, impacting 175mm adults in a $600B market, we’re closing the care gap by offering the first value-based model in obesity treatment. Since launching DTC in 2020, we’ve expanded into enterprise channels to improve access, and our app-based experience supports members with coaching, tailored education, daily tracking, and community engagement across the four pillars of metabolic health: food, sleep, exercise, and emotional wellbeing.

ABOUT THE ROLE

As a coach at Calibrate, you will be dedicated to fostering accountability, delivering real results, and ensuring an exceptional experience for our members.

We are seeking experienced coaches with strong interpersonal skills and a positive attitude to provide exceptional care to our valued members. As a coach at Calibrate, you will guide members in improving their relationships with food, sleep, exercise, and emotional health. You will support them in setting and achieving incremental goals as they progress through the Calibrate program, celebrating their successes, addressing challenges, and holding them accountable as they build sustainable, healthy habits. Additionally, you will be responsible for administrative tasks, resolving member inquiries, and ensuring an outstanding member experience, all while helping our members achieve their desired outcomes.

KEY RESPONSIBILITIES

Implement core coaching competencies to inspire and support members throughout their lifestyle journey, strategically setting goals while leveraging the Calibrate Intensive Lifestyle Intervention Program.
Engage, support, and retain members by establishing strong rapport, demonstrating empathy, and consistently going the extra mile to deliver compassionate, solution-focused service.
Ensure that quality member experiences are consistently delivered across all channels (asynchronous messaging, phone, live chat) while adhering to local, state, and federal guidelines.
Handle inbound member calls in a professional, timely, and caring manner, ensuring accurate and helpful responses.
Assist Calibrate members with a variety of tasks, including responding to general program inquiries, verifying information, processing account updates, and efficiently navigating multiple systems to provide accurate and timely information.
Proactively identify members’ needs by asking clarifying questions, researching issues, and providing solutions or alternatives within established workflows.
Contribute to achieving Calibrate’s service level agreements through effective collaboration with team members, leaders, and other departments.
Embody and demonstrate Calibrate’s values in every interaction with members.
Personalize the Calibrate program for each member by setting relevant, achievable, and incremental goals that align with their unique needs.
Actively listen to members, empowering them to discover their own motivation and solutions for sustainable habit change.
Utilize key engagement metrics to effectively support members in achieving their goals.
Apply company policies and procedures to resolve a variety of issues with precision and care.
Provide accurate, complete, and valid information by using the right methods and tools, seeking support when necessary to align with member requests.
Effectively escalate member concerns to coach leadership in a timely and appropriate manner and calmly de-escalate situations involving dissatisfied members, offering empathetic assistance and solutions.
Maintain comprehensive documentation of all member interactions, next steps, and escalate issues to your manager as needed.

These are key responsibilities and may evolve with changing business needs, as a member of the Calibrate coaching team it is essential that you are ready to adapt accordingly.

This is a part-time, fully remote role. Benefits are not included. 25 hours per week required.

There are three shifts for this role: 8am-1pm PST, 1:00pm - 6:00pm PST or 10am-3pm PST.

BACKGROUND AND EXPERIENCE

5+ years of professional work experience required
A minimum of 2 years of coaching experience is required, or 1-year plus a coaching certification. NBHWC preferred.
Customer service experience preferred.
Bilingual Spanish is a plus
Strong verbal and written communication skills. Patient, personable, and kind -- in writing, in person, on the phone, and on video
Strong interpersonal skills with the ability to build rapport quickly and communicate effectively with members and other team members of Calibrate.
Ability to effectively work remotely having strong computer skills (Google Suite, Slack, Video Conferencing) and ability to work on a computer for extended periods of time
Flexible, adaptable and self-motivated
Experience working in a fast-paced environment, startup experience preferred.
A self-starter with the ability to hold yourself accountable in a remote working environment

The hourly rate for this role is $20.00 per hour.

OUR VALUES

We’re in it together: We have an audacious mission, and we’re building a lot of things for the first time — from the first DTC pharma business within the healthcare ecosystem to the data infrastructure for providing real-world evidence in the largest category of chronic disease. It takes superpowers to build something simple and intuitive within the complex healthcare market, so we identify and work as a team from our individual points of strength. Not everyone has to be good at everything, but we know that when we harness what we’re each great at, we’re unstoppable.

Small wins create big wins: We ground every experience in optimism, recognizing and celebrating successes along the way. We break projects down into smaller components. And we focus on where we have momentum. We always plan for larger goals with the knowledge that our plans will evolve as we achieve smaller milestones.

You’re in control: We don’t let location stand in the way of the best talent — and from coaches to engineers, we are a remote-first team. Our business is multi-faceted, so each Calibrater is hired to be an expert in their piece of it — in control of their own initiatives, in control of their own impact, and in control of driving their own (real) results.

Real results matter: We’re obsessed with outcomes because when our members win, we win, and the data proves that we’ve built the best metabolic health program on the market. We’re purposeful, optimistic, and relentlessly confident that we can solve the biggest medical issue of the 21st century.

Calibrate is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of changing the way the world treats weight, we are building an environment where every Calibrater can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.

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