In this episode, we sit down with our Guide Team to talk about how we’ve scaled thoughtfully to support our growing membership—without losing the personal touch that matters most.

We explore how we ensure new team members are equipped to provide accurate, consistent information, how enhanced systems empower our Guides to better support members, and why truly listening means hearing not just what members ask—but what they don’t always say out loud.

The conversation also dives into how we train our Guides to imagine themselves sitting at the kitchen table with members, meeting them where they are with empathy and care. We’ll share practical takeaways that brokers can use too, recognizing that members often turn to you with the same questions and concerns.

A great listen for anyone focused on delivering a better, more human member experience.