Member Success Associate (Medtech)

TL;DR

Member Success Associate (Medtech): Providing high-quality, real-time assistance to members navigating membership and lab visit-related issues with an accent on real-time problem solving and member experience. Focus on resolving time-sensitive concerns across chat, phone, and email channels while maintaining brand voice.

Location: Must be US-based

Company

AI operating system for health designed to empower people to live 100 healthy years through proactive, data-driven insights.

What you will do

• Provide real-time support via chat, phone, email, and text for lab visit issues and membership questions.
• Manage inbound and outbound calls to resolve issues and de-escalate member concerns.
• Follow specialized LVS workflows accurately to resolve cases or escalate to leadership.
• Maintain accurate records of interactions using internal CRM systems and productivity tools.
• Collaborate with Sr. MSAs and leadership to identify patterns and improve member experience.
• Incorporate AI tools into workflows to increase productivity and efficiency.

Requirements

• Must be based in the US.
• Availability to start between 6:00–7:00 AM EST (Monday-Friday).
• Ability to work occasional US holidays and weekends during on-call rotation.
• Strong communication skills across multiple digital channels (chat, phone, email, and text).
• Proficiency with CRM systems and digital productivity tools.
• Ability to handle emotionally charged or urgent situations with empathy and professionalism.

Nice to have

• Experience in health, wellness, or consumer technology.
• Background in a quality-scored support environment where interactions are evaluated against metrics.

Culture & Benefits

• Competitive salary and benefits package.
• Flexible working hours within the required shift start times.
• Dynamic, high-growth environment backed by Andreessen Horowitz (a16z).
• Collaborative and inclusive team culture with a mission-driven approach.