Member Experience And Investigation Specialist (AI)

TL;DR

Member Experience and Investigation Specialist (AI): Investigating and resolving platform bugs and escalations, and driving the operational systems that enable AI and human Care Coordinators to deliver exceptional member support at scale with an accent on identifying systemic issues and optimizing Help Center content. Focus on cross-functional collaboration with product, engineering, and clinical teams to surface root causes and close systemic gaps.

Location: Remote (United States)

Salary: $52,363 - $82,284 a year

Company

hirify.global is building AI to heal billions and unlock humanity’s full potential, pioneering AI Care, a new approach to healthcare built for medical reasoning, safety, and real-time treatment.

What you will do

• Investigate and resolve escalations, triage member-facing issues, clinical team tool issues, and cross-platform bugs.
• Identify systemic issues, spot patterns across escalation volume, and flag emerging bugs to technical partners before they scale.
• Own designated functional areas, managing POC relationships, and keeping related Help Center articles accurate and up to date.
• Maintain and optimize Help Center content, ensuring the AI Care Coordinator can resolve tickets end-to-end with accuracy.
• Build and improve processes, writing and maintaining SOPs and work instructions for investigation workflows and escalation paths.

Requirements

• 2–4 years of experience in operations, customer support, trust & safety, technical support, or a related function.
• Investigative mindset with comfort digging into ambiguous problems and pulling together evidence from multiple sources.
• Strong written communication skills for Help Center articles, Jira tickets, and Slack updates.
• Process ownership, identifying when a process creates friction and taking initiative to fix it at the root.
• Comfort with ambiguity and change in a fast-moving environment.
• Cross-functional collaboration skills, working alongside engineering, product, or clinical teams.
• Proficiency with Jira and Notion.
• Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.

Nice to have

• Experience working in digital health, healthtech, or a clinically adjacent environment.
• Familiarity with AI-assisted support tools or content optimization for AI/chatbot systems.
• Experience writing or managing Help Center or knowledge base content at scale.

Culture & Benefits

• Comprehensive health, dental and vision insurance.
• Equity shares.
• Discretionary PTO plan.
• Flexible working hours.
• Remote-first company.
• Paid company holidays.
• Free digital therapist for you and your family.