WellTheory
Member Support Specialist
Remote - US · Remote · Full-time · Posted Sep 28, 2026
- Experience
- 1–3 years in a customer-facing support role; healthcare, digital health, or fast-paced tech experience is described as ideal.
- Visa sponsorship
- Unable to sponsor employment-based visas for this role at this time.
About the job
Provides front-line member support across communication channels, resolves issues, and shares recurring feedback with internal teams.
What you'll do
- Answer member questions about eligibility, enrollment, billing, program logistics, and technical issues; own issues through resolution.
- Meet response-time, first-touch resolution, quality, and satisfaction goals while handling sensitive information in accordance with HIPAA and privacy policies.
- Escalate recurring issues and contribute to support materials; use AI tools to draft responses, summarize threads, and find context.
What they ask for
- 1–3 years of experience in a customer-facing support role, such as call center, help desk, or member services.
- Clear written and phone communication, comfort using multiple tools, and ability to learn software quickly.
- Ability to work a variable schedule within U.S. business hours, including occasional evenings, weekends, or holidays.
- Experience integrating AI tools into daily work and sound judgment about when to use them.
Nice to have
- Experience in a HIPAA-covered environment; familiarity with Zendesk, Freshdesk, Intercom, or comparable platforms.
- Bilingual Spanish/English; experience in B2B2C or benefits-driven support.
Pay
$22 – $26 USD hourly base rate
Tools
Zendesk, Freshdesk, Intercom, Notion, Slack, Google Workspace, Claude
AI focus
Use AI tools to draft responses, summarize threads, and retrieve context; apply judgment about when human support is needed.
Model-written summary · the original posting is authoritative