Senior Member Success Associate, Social Response Team (AI/HealthTech)

Location: US remote; candidates must be authorized to work in the US or Canada. Preferred working hours are 8 a.m.–6 p.m. EST, with a Tuesday–Saturday schedule and rotating weekend or holiday on-call coverage.

Company

hirify.global is building an AI operating system for health that combines lab testing, imaging, longitudinal data, and clinical and AI guidance to help members understand and improve their health.

What you will do

• Respond to, resolve, and route member, prospective-member, brand, and reputation-related interactions across public social channels.
• Handle nuanced or ambiguous cases using judgment around tone, accuracy, privacy, health-related sensitivity, escalation, and brand voice.
• Support QA reviews, approval-queue ownership, peer coaching, onboarding, and training for Member Success Associates without direct people management.
• Act as a subject-matter expert for Sprout Social, Intercom, and internal admin tools, troubleshooting workflows and reducing manual work.
• Partner with the Social Response Manager and cross-functional teams on documentation, operational improvements, timelines, risks, and process projects.
• Use AI and automation for drafting, QA, research, documentation, and workflow improvements while maintaining human judgment.

Requirements

• 3+ years of experience in member or customer success, operations, client services, social media/community management, or a related field.
• Demonstrated excellence in member-facing or customer-facing case handling, including judgment around tone, quality, and escalation.
• Ability to independently navigate nuanced situations when macros or playbooks do not provide the answer.
• Strong working knowledge of Sprout Social and Intercom, including workflow troubleshooting and helping others use the platforms.
• Excellent written communication and ability to adapt voice and tone across social responses, sensitive member interactions, documentation, and project updates.
• Experience with peer coaching, QA, training, or mentorship without formal managerial authority.
• Strong operational instincts, including identifying patterns, process gaps, and workflow improvements.
• Ability to organize projects across multiple stakeholders, priorities, and deadlines in a fast-moving, evolving environment.
• Strong proficiency with collaborative tools such as Slack, Google Workspace, Notion, Asana, or similar platforms.
• AI-forward mindset and experience using Claude, ChatGPT, Sprout Social AI, or similar tools while ensuring accurate, appropriate, and voice-consistent outputs.

Nice to have

• Experience mentoring, training, or onboarding teammates.
• Experience writing for social media, community, or a consumer-facing brand.
• Experience in healthcare, health tech, wellness, or another high-trust consumer environment.
• Experience creating SOPs, playbooks, training materials, or project documentation.
• Experience identifying automation or AI-enabled workflow improvements.

Culture & Benefits

• Remote, full-time role with flexible working hours and a dynamic, collaborative environment.
• Tuesday–Saturday weekly schedule aligned primarily to 8 a.m.–6 p.m. EST.
• Rotating on-call coverage on one weekend day and/or holidays may be required.
• Competitive salary and benefits package.
• Mission-driven, inclusive workplace focused on member-first service, integrity, accuracy, ownership, and continuous improvement.

Hiring process

• Submit a resume, LinkedIn URL, contact details, and required referral information.
• Confirm US or Canada work authorization, visa sponsorship needs, and ability to work the required schedule and one weekend day.