Member Support Representative III - Support

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers verify their identity once and seamlessly log in across websites without creating new credentials or re-verifying. Over 152 million users rely on ID.me for streamlined identity verification at 20 federal agencies, 45 state agencies, 70+ healthcare organizations, and 600+ consumer brands. ID.me’s technology meets federal standards for consumer authentication and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative.

About the role

As a Member Support Representative III - Support, you will ensure the security and accuracy of our member experience process. You’ll assist members via email, chat, phone, and video calls, guiding them through verification steps, resolving technical issues, supporting account recovery, and troubleshooting login concerns. This role involves verifying credentials, troubleshooting technical problems, and adhering to security protocols to maintain account integrity. This is a full-time, onsite opportunity at ID.me’s Tampa, Florida office.

Responsibilities

• Handle inbound communication through a blended queue of phone, video, email, and chat to assist members with identity verification.
• Guide members through the verification process, explain requirements, and troubleshoot issues.
• Maintain high professionalism and empathy while addressing member inquiries and concerns.
• Document interactions accurately to ensure compliance with privacy regulations.
• Meet and exceed performance metrics, including response times and customer satisfaction scores.
• Implement tactics and techniques provided during coaching and training sessions.
• Adhere to the company’s Quality Assurance program and associated policies.
• Collaborate with team leads and management to enhance the verification process.
• Stay updated on company policies, procedures, and industry regulations.

Requirements

• High school diploma or equivalent required.
• Minimum 2 years of experience in a customer support role, preferably in a contact center environment.
• Minimum 1 year of experience using Mac and PC platforms for daily operations.
• Ability and willingness to work in-office five days per week.
• Proficiency in video conferencing software (e.g., Zoom), Google Suite, and ticketing software (e.g., Zendesk).
• Ability to handle sensitive information with confidentiality.

Skills

• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to de-escalate conflict.
• Consistent punctuality and reliability in attendance.
• Ability to thrive in a fast-paced environment with changing priorities.
• Team player with a strong, self-managing work ethic.
• Self-starter with a passion for learning and continuous improvement.

Schedule

Wednesday–Saturday, 9:30 p.m. – 8:00 a.m. (four-day, 10-hour shift schedule).

Benefits

• Full-time hours: 40 hours per week with overtime opportunities.
• Competitive salary and benefits package, including shift differential for nights and overnights.
• Medical, dental, and vision insurance.
• 15 days of accrued Paid Time Off annually.
• Paid training and ongoing professional development.

ID.me applicants must pass a background check, including a criminal background review and credit report (not credit scores). ID.me is an equal-opportunity employer and does not discriminate based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law.