Member Experience Specialist
Supports members through healthcare benefits and platform issues via email and phone, owns cases end-to-end, and identifies opportunities to improve support systems. Requires 1–4 years of customer-facing experience, strong communication, and onsite availability in the San Francisco Bay Area.
About the job
Responsibilities
- Provide high-quality frontline support to members via email and phone, resolving questions and issues related to benefits, insurance, and core platform workflows.
- Meet designated service-level agreements and support success metrics.
- Own support issues end-to-end with fast, empathetic responses and comprehensive solutions.
- Identify recurring issues and partner with cross-functional teams to address root causes.
- Escalate bugs and edge cases to appropriate teams.
- Improve internal processes, support documentation, workflows, and team resources.
- Coordinate with Employer Support and Operations teams on cross-functional issues.
Requirements
- 1–4 years of experience in customer support, healthcare or health technology services, or a similar member-facing role.
- Excellent written and verbal communication skills, including the ability to explain complex concepts clearly and provide clarity in high-stress situations.
- Strong motivation to work at the intersection of health technology and fintech.
- Ability to collaborate effectively with Operations, Product, and Engineering teams.
- Ability to perform well under pressure and in a high-velocity environment.
- Based in or willing to relocate to the San Francisco Bay Area, with the ability to work onsite.
Nice-to-haves
- Experience supporting health insurance, ICHRA, or complex financial or compliance products.
- Experience creating customer-facing resources such as help articles, videos, or templates.
- Demonstrated history of exceptional customer feedback and serving as a quality benchmark for peers.
Compensation
- Estimated compensation range: $95,000–$130,000 USD annually.
Skills
Customer Support, Healthcare, Health Technology, Fintech, Insurance, Ichra, Compliance, Sla Management, Technical Escalation, Process Improvement, Documentation, Cross-Functional Collaboration
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