Member Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Address member inquiries through email, live chat, and outbound phone calls.

• Assist with eligibility verification, enrollment processes, billing inquiries, program logistics, and technical troubleshooting.

• Achieve targets for response times, first-contact resolution, quality assurance, and member satisfaction (CSAT).

• Take ownership of member issues from start to finish, escalating to Care, Implementation, Engineering, or Client Success when necessary.

• Follow up on issues until they are resolved.

• Identify recurring patterns to facilitate the resolution of root causes across the organization.

• Manage sensitive member data in compliance with HIPAA as well as privacy and security policies.

• Contribute to the development of macros, help center content, and internal support documentation.

• Collaborate with Implementation and Client Success teams during launches and open enrollment periods.

• Utilize AI tools to compose responses, summarize discussions, and efficiently retrieve context.

⛳️ Requirements

• 1–3 years of experience in a customer-facing support position.

• Ideally, experience in healthcare, digital health, or a fast-paced technology setting.

• Proficient in both written and verbal communication.

• Capable of navigating various tools and systems, with a quick learning curve for new software.

• Familiarity with integrating AI tools into everyday workflows.

• Ability to maintain a flexible schedule during U.S. business hours, including some evenings, weekends, or holidays.

• Experience in a HIPAA-compliant environment and knowledge of handling PHI is a plus.

• Experience with ticketing and live-chat platforms such as Zendesk, Freshdesk, Intercom, or similar is advantageous.

• Knowledge of Notion, Slack, Google Workspace, and Claude is a bonus.

• Bilingual proficiency in Spanish and English, both spoken and written, is a plus.

• Experience in supporting members within a B2B2C or benefits-driven model is an advantage.

• Must not require employment-based visa sponsorship.

🏝️ Benefits

• Meaningful equity opportunities.

• Comprehensive benefits package.

• Flexible scheduling within U.S. business hours.

• Remote work arrangement.