Member Operations and Investigations Specialist
New
United StatesFull-TimeMiddle
Salary54,600 - 85,800 USD per year total compensation
Apply NowOpens the employer's application page
Job Details
- Experience
- 2–4 years
- Required Skills
- JiraProcess improvementTechnical supportCustomer supportNotionLooker
Requirements
- 2–4 years of experience in operations, customer support, technical support, trust & safety, or a related investigative or process-driven role.
- Strong analytical and investigative mindset with the ability to break down complex, ambiguous problems and identify root causes.
- Excellent written communication skills, with the ability to produce clear, structured, and actionable documentation.
- Proven ability to own and improve processes rather than simply follow existing procedures.
- Comfort working in fast-paced, evolving environments with shifting priorities and systems.
- Experience collaborating with cross-functional teams such as engineering, product, or clinical operations.
- Proficiency with Jira and Notion.
- Strong ownership mentality with excellent follow-through and accountability across multiple workstreams.
Responsibilities
- Investigate, triage, and resolve member-facing escalations, platform bugs, and technical issues across multiple digital health products.
- Identify recurring patterns and systemic issues, escalating insights to engineering and product teams to prevent future incidents.
- Own specific operational domains, ensuring accuracy of related workflows, Help Center content, and escalation pathways.
- Maintain and optimize Help Center articles, macros, and internal documentation to support efficient and AI-enabled member support.
- Build, refine, and document standard operating procedures (SOPs) and investigation workflows to improve operational consistency and efficiency.
- Collaborate cross-functionally with product, engineering, and clinical teams to surface root causes and drive long-term solutions.
- Ensure proper tracking and resolution of issues through structured tools and documentation systems.
View Full Description & ApplyYou'll be redirected to the employer's site
