Member Experience Specialist
$65,000–$80,000 year
On-siteAustin, Texas, United States
Job Summary
Provide high quality frontline support to members via email and phone channels, responding to questions and resolving issues related to benefits, insurance, and core workflows. Own support issues end-to-end, ensuring fast and empathetic responses and comprehensive solutions while meeting designated SLAs and success metrics. Identify recurring issues and partner with cross-functional teams to address root causes and escalate bugs or edge cases to Engineering and Product. Help improve internal processes, support documentation, and team resources that drive the Member Support team's internal efficiency and member experience outcomes. Coordinate with Employer Support and other Operations teams on issues that touch cross-functional workflows.
Required Qualifications
- 1-4 years of experience in customer support, healthcare or health tech services, or similar member-facing role
- Excellent written and verbal communication skills
- Strong motivation to work at the intersection of health tech and fin tech, supporting a highly complex product
- Ability to work effectively with Operations, Product, and Engineering teams to resolve customer issues and improve the customer experience
- Proven ability to perform under pressure
- Experience supporting health insurance, ICHRA, or complex financial/compliance products
- History of proactively building customer-facing resources (help articles, videos, templates) that reduce support volume
- Demonstrable pattern of receiving exceptional customer feedback and serving as a quality benchmark for peers
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