Member Support Specialist

WellTheory

5d • $22 - $26 • Remote

About The Position

WellTheory is hiring a Member Support Specialist to be the front-line voice for their members. Members are navigating chronic autoimmune conditions and may have felt unheard by the healthcare system. The specialist will handle initial interactions across email, live chat, and phone, addressing eligibility, enrollment, billing, program logistics, and technical troubleshooting. This role is crucial for ensuring members can access the care they signed up for. The specialist will also act as the member's advocate within WellTheory, escalating recurring issues to relevant teams (Care, Product, Implementation, Leadership) to drive improvements. This is a remote, hourly position based in the U.S., requiring work during U.S. business hours with some flexibility for evenings, weekends, or holidays based on member volume and enrollment cycles.

Requirements

• 1–3 years of experience in a customer-facing support role (call center, help desk, member services, or similar), ideally in healthcare, digital health, or a fast-paced tech environment
• Warm, clear communicator in writing and on the phone
• Comfortable navigating multiple tools and systems simultaneously, and pick up new software quickly
• Integrated AI tools into your daily workflow and know when to reach for one and when to step in yourself
• Bring follow-through and steady judgment to a remote-first environment where you're expected to figure things out and build as you go
• Can work a variable schedule within US business hours, including occasional evenings, weekends, or holidays as coverage requires
• Care about the autoimmune experience — whether that's personal, familial, or a genuine curiosity about chronic condition care

Nice To Haves

• Experience in a HIPAA-covered environment, and familiarity with how PHI should be handled in a support context
• Hands-on experience with Zendesk, Freshdesk, Intercom, or a comparable ticketing and live-chat platform
• Familiarity with our stack: Notion, Slack, Google Workspace, and Claude
• Bilingual (Spanish/English), spoken and written
• Experience supporting members in a B2B2C or benefits-driven model, where employers or health plans sit between you and the end member

Responsibilities

• Respond to member questions across email, live chat, and outbound phone — covering eligibility, enrollment, billing, program logistics, and technical troubleshooting
• Meet team goals for response time, first-touch resolution, quality assurance, and member satisfaction (CSAT)
• Own the member's issue end-to-end — including looping in Care, Implementation, Engineering, or Client Success when a resolution needs their expertise, and following up until it's closed
• Surface patterns you see in member conversations to the rest of WellTheory, so recurring issues get fixed at the root and the voice of the member reaches every team
• Handle sensitive member information in accordance with HIPAA and WellTheory's privacy and security policies
• Contribute to macros, help center content, and internal support playbooks so the whole team gets sharper every quarter
• Partner with Implementation and Client Success during launches and open enrollment cycles when member volume spikes
• Use AI tools to draft responses, summarize threads, and pull context faster — freeing up your time for the conversations that need a real human on the other end

Benefits

• Meaningful equity
• Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed