Member Operations and Investigations Specialist

Sword Health

5d•Remote

About The Position

This role sits at the intersection of operational excellence and cross-functional problem solving. As a Member Operations and Investigations Specialist, you will own two core functions: investigating and resolving platform bugs and escalations, and driving the operational systems — content, tooling, and process documentation — that enable our AI and human Care Coordinators to deliver exceptional member support at scale. You'll partner closely with product, engineering, and clinical teams to surface root causes, close systemic gaps, and make sure the infrastructure behind member care is accurate, efficient, and continuously improving. You'll be joining the Member Operations & Investigations Specialists team, a small, high-ownership team within Member Operations at Sword Health. The team serves two primary functions: Investigation Ops, focused on identifying, escalating, and driving resolution of bugs and platform issues across Sword's products (Move, Thrive, Bloom, Mind, Vision AI); and Strategic Ops, focused on Help Center content quality, macro management, AI Care Coordinator optimization, and internal process documentation. The team operates as the connective tissue between frontline Care Coordinators and the product and engineering teams that build Sword's platform — translating operational patterns into actionable signals and building the infrastructure that allows our AI to support members effectively. AI Proficiency at Sword Health AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work. Explorer (Level 1) — Uses AI daily to boost personal productivity Builder (Level 2) — Creates workflows and tools that elevate the whole team Integrator (Level 3) — Embeds AI into products and processes at scale Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

Requirements

2–4 years of experience in operations, customer support, trust & safety, technical support, or a related function — with meaningful exposure to bug tracking, escalations, or process documentation.
Investigative mindset — you're comfortable digging into ambiguous problems, pulling together evidence from multiple sources, and not closing a ticket until you've understood why something broke, not just that it did.
Strong written communication — you write clearly and precisely. Whether it's a Help Center article, a Jira ticket, or a Slack update to an engineering partner, your writing is structured, specific, and actionable.
Process ownership — you don't just follow SOPs, you improve them. You identify when a process creates friction and take initiative to fix it at the root.
Comfort with ambiguity and change — this team operates in a fast-moving environment. Product launches, org changes, and evolving tooling are the norm. You adapt quickly and keep quality steady regardless.
Cross-functional collaboration — you've worked alongside engineering, product, or clinical teams and know how to communicate operational patterns in ways that drive action, not just awareness.
Proficiency with Jira and Notion — you'll use both daily for ticket management, documentation, and process tracking. Experience with Looker or similar analytics tools is a plus.
High ownership and follow-through — you take full accountability for your work, proactively communicate blockers, and make sure things don't fall through the cracks even when you're juggling multiple workstreams.

Nice To Haves

Experience working in digital health, healthtech, or a clinically adjacent environment.
Familiarity with AI-assisted support tools or content optimization for AI/chatbot systems.
Experience writing or managing Help Center or knowledge base content at scale.

Responsibilities

Investigate and resolve escalations — triage member-facing issues, clinical team tool issues, and cross-platform bugs; gather evidence; identify root cause; and drive resolution with engineering and product.
Identify systemic issues — spot patterns across escalation volume, aggregate similar reports in real time, and flag emerging bugs to technical partners before they scale.
Own designated functional areas — serve as the sole owner of assigned topic areas, managing POC relationships, keeping related Help Center articles accurate and up to date with upcoming releases, and tracking related issues efficiently.
Maintain and optimize Help Center content — create, update, and peer-review articles and macros to meet AI CC optimization standards, ensuring Mary (our AI Care Coordinator) can resolve tickets end-to-end with accuracy.
Build and improve processes — write and maintain SOPs and work instructions for investigation workflows and escalation paths; fix broken processes at the root rather than working around them.