Associate Member Support Specialist

Every day, millions of people live with joint and muscle pain that keeps them from doing what they love. As a Member Support Specialist, you'll be the front-line voice that guides current and prospective Hinge Health members through their care journey—answering questions about our program offerings, eligibility, enrollment, and billing so they can focus on getting better, not navigating logistics. Your work directly shapes the member experience and strengthens trust in a platform that is transforming musculoskeletal (MSK) care for over 20 million people.

About the role

This is a remote, hourly role with shifts falling within our hours of operation (4:00 AM – 8:00 PM PST). Shifts may include evenings, weekends, and holidays.

Responsibilities

In your first 3 months:

• Ramp up to become an expert in all things Hinge Health—our products, common member challenges, and troubleshooting techniques—so you can resolve inquiries with confidence across email, phone, and chat.

In your first 6 months:

• Consistently deliver best-in-class support by providing timely, efficient, and empathetic resolutions that strengthen members' relationships with Hinge Health and contribute to team satisfaction and quality metrics.

In your first year:

• Serve as a reliable, independent contributor who ensures prompt, clear communication while conveying warmth and empathy—acting as a trusted resource for fellow team members and helping onboard new hires.

Qualifications

Who You Are

• Solution-Oriented: You don't just identify problems—you find answers. You use critical thinking and creative problem-solving to navigate multiple tools and systems simultaneously.
• A Learn-It-All: You have a growth mindset and embrace continuous learning, whether it's a new product feature, a new workflow, or feedback from a peer.
• Empathetic Communicator: You lead with warmth and clarity, making every member feel heard—whether the conversation happens over the phone, in a chat window, or via email.
• Adaptable & Accountable: You're comfortable with change, can manage ambiguity, and can be counted on for excellent punctuality and follow-through in a remote setting.

Basic Qualifications

• Available to work a variable schedule within our hours of operation (4:00 AM – 8:00 PM PST), including evenings, weekends, and holidays as required
• At least 1 year of experience in a call center or customer-facing role
• Excellent member-facing communication skills (spoken and written) with strong interpersonal and soft skills
• Demonstrated ability to manage multiple processes and workflows simultaneously

Preferred Qualifications

• At least 6 months of experience with technical support
• Bachelor's degree or equivalent experience
• Experience working in a remote environment
• Experience in healthcare or tech, preferably in fast-paced environments
• Familiarity with HIPAA regulations
• Experience with Zoom Contact Center and Freshdesk, or similar call and ticketing systems
• Experience working with AI tools

About Hinge Health

At Hinge Health, we’re using technology to scale and automate the delivery of healthcare—starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences, and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care—from acute injury, to chronic pain, to post-surgical rehabilitation—through personalized, evidence-based care. As the preferred partner to 50+ health plans, PBMs, and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore.

Benefits

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development

Schedule

Shifts fall within our hours of operation (4:00 AM – 8:00 PM PST) and may include evenings, weekends, and holidays.