Member Support Specialist

About the role

WellTheory is hiring a Member Support Specialist to be the front-line voice for our members. You will answer member questions across email, live chat, and phone — covering eligibility, enrollment, billing, program logistics, and technical troubleshooting — and serve as the voice of the member inside WellTheory, escalating patterns to Care, Product, Implementation, and Leadership so we improve each week. This is a remote, hourly role based in the U.S., requiring work during U.S. business hours with some flexibility for evenings, weekends, or holidays depending on member volume and enrollment cycles.

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 — looping in Care, Implementation, Engineering, or Client Success when needed and following up until closed.
• Surface patterns from member conversations to the rest of WellTheory so recurring issues are fixed at the root and the member voice 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 to sharpen the team each 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 time for conversations that need a real human.

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 — able to hold both the member's frustration and the path to resolution.
• Comfortable navigating multiple tools and systems simultaneously and picking up new software quickly.
• Experience integrating AI tools into daily workflow and knowing when to use them versus stepping in personally.
• Follow‑through and steady judgment in a remote‑first environment where you’re expected to figure things out and build as you go.
• Ability to work a variable schedule within U.S. business hours, including occasional evenings, weekends, or holidays as coverage requires.
• Care about the autoimmune experience — whether personal, familial, or a genuine curiosity about chronic condition care.

Qualifications

• Experience in a HIPAA‑covered environment and familiarity with handling PHI 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.
• Biling