User Engagement Manager

User Engagement Manager

Location: Denver, CO 
Reports To: Director of Operations
Type: Full-time

About the Role

Nymbl is seeking a warm, tech-savvy, and mission-driven User Engagement Manager to serve as the primary point of support and connection for our older adult users. This is a dynamic, people-focused role perfect for someone who thrives on solving problems and spreading positivity to engage and support older adults in leading safer, more independent lives.

You’ll act as a coach and motivator to help users get started with our mobile app, troubleshoot tech issues, make proactive outreach calls, drive engagement, and even host live virtual events that build joy and community. You’ll also play a key role in sharing user insights with our internal teams, helping Nymbl improve and grow. If you love working with older adults, have a health or exercise background, and enjoy learning new tools and technologies, we’d love to meet you.

Responsibilities

User Support & Technical Guidance

• Respond promptly to technical support requests via email, phone, and live chat from older adults.
• Demonstrate empathy and patience while resolving issues and guiding users through the program.
• Assist users with downloading the app, registering, taking assessments, and navigating the app and educational materials.

Engagement & Outreach

• Make outbound calls to registered users to help them complete enrollment or re-engage with the program.
• Act as a coach and motivator, using thoughtful and personalized communication to encourage participation and progress.
• Set up and manage automated SMS campaigns to engage users at key points in their journey, and respond manually when appropriate to provide tailored support and encouragement.
• Host live virtual events that bring joy, community, and consistency to the user experience, helping users feel seen, supported, and inspired.

Tracking & Communication

• Accurately record all support and engagement interactions in the CRM system.
• Generate reports and surface key themes, issues, and opportunities from user interactions.
• Act as a voice of the customer, sharing feedback internally to inform product development and client strategies.

Collaboration & Continuous Improvement

• Work closely with Product, Customer Success, and Marketing teams to drive improved user outcomes.
• Contribute to team learning by identifying trends and proposing new engagement or support strategies.

Qualifications

• Bilingual in English and Spanish required.
• 2+ years in customer support, health coaching, older adult services, or user engagement roles.
• Strong written and verbal communication skills, especially with older adult audiences.
• Demonstrated experience working with and a passion for older adults.
• Background or interest in health, wellness, physical therapy, or cognitive training.
• Comfortable using digital tools, apps, and CRMs; ability to learn quickly and troubleshoot basic tech issues.
• Exceptionally warm, patient, and empathetic in both live and written communication.
• Mission-aligned and energized by the opportunity to prevent falls and improve quality of life for older adults.

Why Join Nymbl?

Nymbl is on a mission to prevent 1 million falls. Our innovative digital solution blends physical and cognitive training to improve balance, confidence, and independence for older adults. We work primarily with Medicare Advantage plans to bring effective fall prevention to those who need it most. As part of a fast-paced, impact-driven startup, you’ll help redefine how we care for aging populations - and you'll do it alongside a team that values compassion, curiosity, and purpose.

We offer a comprehensive benefits package, including:

• Medical, Dental and Vision insurance for employees and dependents, with a portion of the premium covered by the company (100% of Medical covered)
• Company-paid life insurance, short-term disability, and long-term disability coverage
• 401k Match: 100% of employee contributions up to 3% of their compensation, plus a 50% match on the next 2% of compensation.
• Compensation Range: $80K - $95K
• Hybrid work environment. Work 3 days in the office and 2 days from home