Member Services Lead (AI)

Location: Remote, USA; applicants must be authorized to work for any employer in the U.S.

Salary: $72,000–$85,000 annually

Company

hirify.global is a digital health company using AI Digital Twin technology, clinical care, and data from connected devices to help people prevent and improve chronic metabolic diseases.

What you will do

• Lead, coach, and develop Member Service Representatives, including weekly 1:1s, onboarding, performance management, and recognition.
• Run call audits, QA evaluations, calibration sessions, and targeted coaching to maintain consistent member experience standards.
• Manage real-time Contact Center operations across calls, Zendesk tickets, and work-queue tasks as demand changes.
• Act as the first escalation point for members and representatives, routing clinical, product, and client-related issues appropriately.
• Track service level, abandon rate, average handle time, one-call resolution, quality scores, and schedule adherence.
• Use Talkdesk, Salesforce, Zendesk, and reporting dashboards to identify trends, improve processes, and maintain HIPAA compliance.

Requirements

• 2+ years leading a frontline team in a contact center, member services, or customer support environment.
• Experience with coaching, performance management, 1:1s, call audits, QA evaluations, and calibrations.
• Experience with Salesforce, Zendesk, Talkdesk, or comparable CRM, ticketing, and telephony platforms.
• Strong written and verbal communication, sound judgment under pressure, and a data-driven approach to decision-making.
• Empathy for members navigating health challenges or new technology; healthcare experience is strongly preferred.
• Must be based in the U.S. and authorized to work for any U.S. employer; visa sponsorship is not available.

Nice to have

• Spanish-speaking bilingual ability.
• Passion for improving and preventing chronic metabolic diseases.

Culture & Benefits

• Remote role within a global team.
• Equity participation opportunity.
• Unlimited vacation with manager approval.
• Paid parental leave, including 16 weeks for delivering parents and 8 weeks for non-delivering parents.
• Employer-sponsored healthcare, dental, and vision coverage, with HSA and FSA options.
• 401(k) retirement savings plan.