Member Support Specialist

This is a remote, customer-facing role supporting members who rely on digital healthcare services for ongoing care.
You’ll serve as a trusted first point of contact across email, live chat, and phone.
Your work will span eligibility, enrollment, billing, technical questions, and program logistics.
You’ll own member issues from initial contact through resolution while coordinating with internal specialists when needed.
The role also gives you an opportunity to turn recurring member feedback into improvements across teams and processes.
You’ll work in a fast-paced, remote-first environment where thoughtful communication, sound judgment, and follow-through are highly valued.
You’ll also use modern AI and support tools to work efficiently while preserving a genuinely human member experience.

• 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.