Member Support Associate (Temp)

TL;DR

Member Support Associate (Temp) (Healthcare): Conducting sensor activation visits and providing real-time support to members via video, phone, and chat in a high-volume queue-based environment with an accent on troubleshooting technical issues and delivering empathetic service. Focus on maintaining SLAs, documenting interactions accurately, and collaborating cross-functionally to resolve complex cases.

Location: Remote, USA

Salary: $21.00-$24.00 hourly

Company

AI-powered digital health company using Whole Body Digital Twin technology to reverse and prevent chronic metabolic diseases like type 2 diabetes and obesity.

What you will do

• Conduct sensor activation visits with new members and ensure successful connectivity.
• Handle continuous flow of member-facing interactions via video, phone, and chat in a queue-based system.
• Troubleshoot technical issues in real-time while providing empathetic support.
• Document interactions accurately, manage support cases in ticketing system, and meet SLAs.
• Prioritize and triage inquiries, escalate complex issues cross-functionally.
• Maintain productivity and quality benchmarks in a fast-paced environment.

Requirements

• Must be located in USA for remote work.
• Completed post-secondary program and 2+ years in customer-facing roles.
• Experience in high-volume contact center with phone, video, chat interactions.
• Strong troubleshooting, time management, and communication skills.
• Ability to handle back-to-back interactions, de-escalate issues, and meet metrics.
• Passion for member success; healthcare experience preferred.

Nice to have

• Fluent in English and Spanish.
• Experience with NPS and member satisfaction metrics.

Culture & Benefits

• Remote-friendly with focus on collaboration and relationship-building.
• Unlimited vacation with manager approval.
• 16 weeks paid parental leave for delivering parents, 8 weeks for non-delivering.
• 100% employer-sponsored healthcare, dental, vision; HSA/FSA options.
• 401k retirement savings plan and equity participation opportunity.