Member Activation Specialist (Inbound)

Wellthy; New York (NY); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Generous PTO

Medical, dental, and vision insurance

401(k) with employer match

HSA and FSA options

Professional learning and development

Free access to Wellthy’s services

Job summary

Wellthy is seeking an inbound Member Activation Specialist to resolve member questions across phone, chat, and email with warmth and accuracy. You will identify activation opportunities during interactions and guide members to add partners, open care projects, or connect to a Care Coordinator.

You will mentor Level I specialists, contribute to cross-department improvements, and report to the Director of Member Growth and Activation.

Qualifications

• Relevant experience in customer service or administration.
• Mentor peers or contribute to team knowledge sharing.
• Experience recognizing and acting on activation opportunities within support interactions.
• Proficiency in more than one language is a plus.

Responsibilities

• Resolve member questions across phone, chat, and email quickly, warmly, and accurately.
• Bring an activation lens to interactions and open care projects or connect to a Care Coordinator when appropriate.
• Own tracking and resolution of member issues, ensuring timely adherence to processes.
• Share insights to improve workflows, tools, scripts, and knowledge articles.
• Mentor Level I specialists and support cross-department collaboration.

Skills

Customer service

Mentoring peers

Multilingual

Activation mindset

Education

High school diploma or equivalent

Tools

Zendesk

Intercom

Slack

1Password

GSuite

macOS

Job description

• As our Member Activation Specialist-Inbound, you will resolve member questions and issues across phone, chat, and email — quickly, warmly, and accurately
• Members come to you with everything from a password reset to a complex, multi-step care question, and solving it is your first job
• You will bring an activation lens to the interaction whenever the moment genuinely allows it; noticing when a resolved issue is also a chance to open a care project, add a partner or spouse to an account, book a Back Up Care session, or connect a member to a Care Coordinator, so solving today’s problem also strengthens how the member uses Wellthy going forward
• Your work goes beyond resolving individual interactions - you contribute process-level insight, connecting patterns into recommendations that improve activation outcomes across the team
• You will report directly to the Director of Member Growth and Activation
• Because Wellthy can receive dozens to hundreds of incoming member interactions per week, this role should ensure every member interaction across phone, chat, and email is positive and effective, taking ownership of issues and resolving them with a high standard of support, contributing to member satisfaction and retention
• Provide warmth, empathy, and clear guidance to members across communication channels, navigating inquiries with confidence and urgency
• Assess the urgency of member needs, addressing complex or time-sensitive issues promptly and with independence
• Bring an activation lens to every inbound interaction — recognizing and acting on moments to set up an account, add a partner or spouse, open a care project, add a care recipient, book a Back Up Care session, or connect a member to a Care Coordinator — and coach Level I specialists to do the same
• Identify trends or moments where proactive follow-up prevents downstream issues, enhances clarity for members, or surfaces an activation opportunity for the team
• Own the tracking and resolution of member-related issues, ensuring adherence to established processes and timelines, and identifying areas for process improvement and efficiency
• Serve as a key resource for cross-departmental collaboration, ensuring smooth handoffs and efficient issue resolution
• Actively support peers by sharing knowledge and best practices, mentoring Level I specialists, and contributing to team growth and development
• Identify and assess situations requiring Incident Response, and own the escalation process to ensure issues are addressed efficiently
• Bring forward insights from day-to-day work that help improve workflows, tools, scripts, and knowledge articles — including patterns that could inform new activation approaches
• Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes — a growth opportunity and occasional stretch, not a routine part of this role

Benefits

• Generous PTO and flexible leave policies
• Health, dental, and vision insurance coverage
• 401(k) with employer match
• HSA and FSA options
• Professional learning and development opportunities
• Free access to Wellthy’s services

Work experience in customer service or administration, and extra helpful if this is within a healthcare, benefits or care-related fieldDemonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plusProficiency in more than one language is a plusComfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the sameProficiency with macOS systems, GSuite, Slack, and 1Password, customer support and help desk ticketing systems (Zendesk, Intercom, or the like)Experience handling higher-complexity member issues or supporting escalations is preferredAvailability during early EST hours or late PST hours is a plus, given our 8:00AM–10:00PM ET coverage window. This role is likely to work a daytime shiftHigh school diploma or equivalent requiredOpen to learning, experimenting, and evolving; comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plusPrivate, with secure (not public) internet and phone accessWe ask that you work in a location that is:Suitable to safely and securely accommodate the sensitive information that you will be handling and communicatingGiven the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free spaceTo work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environmentWe understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above