Member Support Specialist

Accountabilities: Respond to member questions through email, live chat, and outbound phone, covering eligibility, enrollment, billing, program logistics, and technical troubleshooting. Manage a high-volume support queue while meeting established goals for response times, first-contact resolution, quality, and member satisfaction. Own member issues end-to-end, coordinating with Care, Implementation, Engineering, Client Success, or other internal teams when specialized support is required. Follow up proactively to ensure issues are fully resolved and members receive clear, timely communication. Identify recurring questions, friction points, and trends in member conversations and share insights with relevant internal teams to support continuous improvement. Handle sensitive member information responsibly and in accordance with HIPAA requirements, privacy standards, and internal security policies. Contribute to support resources, including response macros, help-center content, and internal playbooks. Partner with Implementation and Client Success teams during launches and open-enrollment periods when member volumes increase. Use AI-powered tools to draft responses, summarize conversations, retrieve context, and improve support efficiency while applying appropriate human judgment. Help improve support workflows and processes as the organization and member base continue to grow. Requirements 1–3 years of experience in a customer-facing support environment, such as customer service, call center operations, help desk, member services, or a comparable role. Experience in healthcare, digital health, technology, or another fast-paced environment is preferred. Strong written and verbal communication skills, with the ability to communicate warmly and clearly while handling sensitive or frustrated customers. Demonstrated ability to take ownership of customer issues, exercise sound judgment, and follow through until resolution. Comfortable working across multiple software platforms and systems simultaneously, with the ability to learn new tools quickly. Familiarity with AI-assisted workflows and the judgment to determine when AI can improve efficiency versus when a situation requires direct human attention. Ability to work independently in a remote-first environment and adapt to evolving processes and priorities. Availability to work U.S. business hours, with occasional evenings, weekends, or holidays depending on member volume and coverage requirements. Genuine interest in supporting people navigating chronic health conditions and improving the member healthcare experience. Experience working in a HIPAA-covered environment and understanding of appropriate handling of protected health information is a plus. Experience with Zendesk, Freshdesk, Intercom, or similar customer support and live-chat platforms is advantageous. Familiarity with tools such as Notion, Slack, Google Workspace, or Claude is helpful. Spanish/English bilingual communication skills are a plus. Experience supporting customers or members in a B2B2C or benefits-focused environment is an advantage. Benefits Hourly base compensation of $22–$26 USD , depending on directly relevant skills and experience. Meaningful equity opportunity. Medical, dental, and vision coverage for eligible employees and dependents. Mental health resources, including an Employee Assistance Program and wellness platform. Flexible time off, including volunteer and mental health days. 14 paid company-wide holidays. Paid parental leave, including support for adoptive parents. Employee Resource Groups supporting an inclusive workplace. Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs). Commuter benefits. 401(k) plan with employer matching, immediate vesting, and financial wellness resources. Company-paid life and AD&D insurance, with additional coverage available. Disability coverage. Accident insurance. Pet insurance. Remote work from within the United States. Work-from-home equipment provided, including a computer, mouse, keyboard, and other approved supplies. Opportunities to contribute to a mission-driven healthcare environment focused on improving access to personalized support and care. Employment-based visa sponsorship is not available for this role at this time.