Member Support Specialist
New
W
WellTheoryDigital health
Remote - US; This is a remote, hourly role based in the U.S., U.S. business hours; some flexibility required for evenings, weekends, or holidays depending on member volume and enrollment cycles.Full-TimeJunior
SalaryAn hourly base rate of $22 – $26 with meaningful equity and benefits.
Apply NowOpens the employer's application page
Job Details
- Languages
- Bilingual (Spanish/English), spoken and written (bonus points).
- Experience
- 1–3 years of experience in a customer-facing support role
- Required Skills
- ZendeskHIPAACustomer support
Requirements
- Have 1–3 years of experience in a customer-facing support role such as call center, help desk, or member services.
- Communicate clearly in writing and on the phone while supporting members through frustration and resolution.
- Navigate multiple tools and systems simultaneously and learn new software quickly.
- Have integrated AI tools into daily work and know when to use them and when to respond directly.
- Work a variable schedule within U.S. business hours, including occasional evenings, weekends, or holidays as coverage requires.
- Bring follow-through and steady judgment to a remote-first environment.
- Healthcare, digital health, or fast-paced technology experience is preferred.
- HIPAA-covered environment experience and familiarity with handling PHI are bonus qualifications.
- Experience with Zendesk, Freshdesk, Intercom, or a comparable ticketing and live-chat platform is a bonus.
- Familiarity with Notion, Slack, Google Workspace, and Claude is a bonus.
- Bilingual spoken and written Spanish/English is a bonus.
- Experience supporting members in a B2B2C or benefits-driven model is a bonus.
Responsibilities
- Respond to member questions across email, live chat, and outbound phone about eligibility, enrollment, billing, program logistics, and technical troubleshooting.
- Meet team goals for response time, first-touch resolution, quality assurance, and member satisfaction (CSAT).
- Own member issues end-to-end, involving Care, Implementation, Engineering, or Client Success when needed and following up until resolution.
- Surface patterns in member conversations and share them with teams across WellTheory.
- Handle sensitive member information in accordance with HIPAA and WellTheory privacy and security policies.
- Contribute to macros, help center content, and internal support playbooks.
- Partner with Implementation and Client Success during launches and open enrollment cycles.
- Use AI tools to draft responses, summarize threads, and retrieve context.
View Full Description & ApplyYou'll be redirected to the employer's site
