Member Support Specialist
Core
Front-line support specialist handling member inquiries via email, chat, and phone for a digital health platform serving individuals with autoimmune conditions.
Role type
Member Support Specialist
Builds
Digital health membership platform
Domain
Digital health / Autoimmune care
Deliverable
client delivery
Required skills
Multi-channel communication, issue escalation, pattern recognition, AI tool usage, HIPAA compliance, ticketing systems
Preferred skills
Bilingual (Spanish/English), Zendesk/Freshdesk/Intercom experience, B2B2C benefits model knowledge
Responsibilities
Respond to member questions across email, live chat, and phone; meet team goals for response time and satisfaction; own issues end-to-end by looping in specialized teams; surface recurring patterns to product and care teams; handle sensitive member information per HIPAA; contribute to help center content and playbooks; partner with implementation during enrollment cycles.
Seniority
Individual Contributor, 1–3 years experience
