Job Description

Member Advocate

Location:  Fairfax, VA |

Employment Type:  Full-Time ONSITE 

Serenity is growing its member-facing team and we're looking for a  Member Advocate  who knows how to make people feel heard, informed, and confident in the decisions they're making. This is a high-touch, relationship-driven role — you'll be the person members rely on to understand their options, navigate next steps, and feel genuinely supported throughout the process. If you've built your career in premium customer service, hospitality, or any environment where the quality of every interaction was non-negotiable, this role will feel familiar fast. No industry-specific background required — we train you on everything. 

What You'll Do 

• Guide members through their available options with clarity, patience, and a consultative approach 

• Listen carefully, ask the right questions, and document member information accurately and thoroughly 

• Coordinate handoffs between internal teams to make sure the member experience stays seamless 

• Follow up with members to keep momentum moving and ensure nothing falls through the cracks 

• Handle concerns and hesitations with composure, redirecting toward solutions without pressure 

• Maintain detailed, accurate records after every interaction 

• Uphold a consistent standard of professionalism and attentiveness on every single call 

What You Bring 

• 2+ years of full-time, high-quality customer-facing experience — hospitality, retail, concierge, or premium service environments strongly preferred 

• You build trust quickly and people feel comfortable with you almost immediately 

• Strong active listening skills — you catch what people mean, not just what they say 

• Able to manage a high volume of interactions without letting quality slip 

• Detail-oriented and organized — your documentation is clean and your follow-through is reliable 

• Clear, calm communicator in writing and on the phone, even when conversations get complicated 

Schedule & Compensation 

• Condensed work week — three 13-hour shifts 

• Competitive pay 

• 90% employer-paid medical, dental, and vision coverage 

• 401(k) retirement plan 

• 10 PTO days to start, 15 after year one, plus 10 paid holidays 

• Significant growth and promotion potential as Serenity continues to expand 

About Serenity 

Serenity is a technology-driven company delivering advanced, evidence-based solutions for members who are looking for better outcomes. Our member-facing teams are the core of how people experience what we do — and we invest heavily in the people who fill those roles. If you've spent your career in environments where every interaction mattered and the standard was always high, you'll find that this place was built for people like you. 

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening. 

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