Member Support Associate (Healthtech)

TL;DR

Member Support Associate (Healthtech): Providing real-time technical and member support via video, phone, and chat for a metabolic health platform with an accent on sensor activation and troubleshooting. Focus on maintaining high-quality member experiences and meeting strict SLAs in a high-volume, queue-based environment.

Location: Remote (Must be based in the USA)

Salary: $21.00 - $24.00 hourly

Company

hirify.global is an AI-driven digital health company utilizing Digital Twin technology to help people reverse and prevent chronic metabolic diseases.

What you will do

• Conduct Sensor Activation visits with new members to ensure successful connectivity.
• Provide real-time, solution-oriented support via video, phone, and chat in a high-volume queue.
• Troubleshoot technical issues efficiently while maintaining an empathetic member experience.
• Manage and resolve support cases within a ticketing system, ensuring accurate real-time documentation.
• Meet Service Level Agreements (SLAs) and performance metrics, including resolution rate and NPS.
• Collaborate cross-functionally to escalate and resolve complex member issues.

Requirements

• Must be based in the USA.
• Fluency in English and Spanish.
• 2+ years of experience in customer-facing roles.
• Experience in a high-volume, queue-based contact center environment.
• Completed a post-secondary program.
• Availability to work Tuesday-Saturday, 10:30am-7pm CST.

Culture & Benefits

• 100% employer-sponsored healthcare, dental, and vision (80% for family).
• Unlimited vacation with manager approval.
• 401k retirement savings plan.
• Comprehensive paid parental leave (16 weeks for delivering parents, 8 weeks for non-delivering).
• Opportunity for equity participation.
• Remote-friendly culture with a focus on cross-functional collaboration.