welltheory - Member Support Specialist
Requirements
• Experience in a HIPAA-covered environment, and familiarity with how PHI should be handled 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 • Bilingual (Spanish/English), spoken and written • Experience supporting members in a B2B2C or benefits-driven model, where employers or health plans sit between you and the end member
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 — including looping in Care, Implementation, Engineering, or Client Success when a resolution needs their expertise, and following up until it's closed • Surface patterns you see in member conversations to the rest of WellTheory, so recurring issues get fixed at the root and the voice of the member 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 so the whole team gets sharper every 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 up your time for the conversations that need a real human on the other end • YOU MIGHT BE A GREAT FIT IF YOU... • Have 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 • Are a warm, clear communicator in writing and on the phone — you can hold both the member's frustration and the path to resolution at the same time • Are comfortable navigating multiple tools and systems simultaneously, and pick up new software quickly • Have integrated AI tools into your daily workflow and know when to reach for one and when to step in yourself • Bring follow-through and steady judgment to a remote-first environment where you're expected to figure things out and build as you go • Can work a variable schedule within US business hours, including occasional evenings, weekends, or holidays as coverage requires • Care about the autoimmune experience — whether that's personal, familial, or a genuine curiosity about chronic condition care
Benefits
• An hourly base rate of $22 – $26 with meaningful equity and benefits. Placement within our range depends on directly relevant skills and experiences you bring to the role. • We are unable to sponsor employment-based visas for this role at this time. • For your safety: Please remember that WellTheory will only contact you from a @welltheory.com http://welltheory.com email address. Be cautious of emails from other domains. Our recruiting team will never ask for money, fees, or banking information as part of our hiring process. If you're ever unsure, don't click any links and apply directly to a posted role on our career site.
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