Member Operations and Investigations Specialist (Medtech)

TL;DR

Member Operations and Investigations Specialist (Medtech): Managing platform bugs, escalations, and operational systems to enable AI and human Care Coordinators with an accent on root cause analysis and process optimization. Focus on bridging the gap between frontline support and engineering teams by translating operational patterns into actionable signals.

Location: Remote (Must have legal right to work in the United States)

Salary: $54,600 - $85,800 a year

Company

hirify.global is an AI-native healthcare company pioneering AI Care to provide scalable, real-time medical treatment and physical therapy.

What you will do

• Triage member-facing issues, clinical tool bugs, and cross-platform errors to drive resolution with engineering and product teams.
• Identify and aggregate systemic patterns in escalation volume to flag emerging bugs before they scale.
• Manage designated functional topic areas, ensuring Help Center articles remain accurate and updated.
• Optimize Help Center content and macros to enhance the accuracy of the AI Care Coordinator.
• Develop and maintain SOPs and work instructions for investigation workflows and escalation paths.

Requirements

• 2–4 years of experience in operations, customer support, trust & safety, or technical support.
• Meaningful exposure to bug tracking, escalations, or process documentation.
• Legal right to work in the United States (immigration or work visa sponsorship will not be provided).
• Proficiency with Jira and Notion for ticket management and documentation.
• Strong written communication skills for creating structured, specific, and actionable technical content.
• Ability to adapt quickly to a fast-moving environment with frequent product launches and organizational changes.

Nice to have

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

Culture & Benefits

• Remote-first company with flexible working hours.
• Comprehensive health, dental, and vision insurance.
• 401(k) and equity shares.
• Discretionary PTO plan and paid company holidays.
• Free digital therapist for employees and their families.