Member Care Operations Associate

Rippling; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote-first, flexible state work

Generous paid time off and holidays

Medical, dental, vision benefits

Headspace membership and HeadspaceCare

Employee assistance program

Parental leave

Disability and basic life insurance

Job summary

Calibrate is a weight-management company redefining obesity care with AI-assisted coaching and clinical guidance. This role supports the Member Care Team through data analysis, QA, and cross-functional projects to enhance the member experience.

You will monitor AI voice and chat agents, test journeys, update SOPs, and help develop no-code AI journeys while collaborating across Zendesk, Looker, Slack, and Google Workspace in a remote-first environment.

Qualifications

• Zendesk Support and Explore proficiency.
• Proficiency with Google Sheets.
• Experience tracking project tasks and meeting deadlines.
• Experience using AI to improve a process or make a workflow more efficient.
• Experience using data to spot patterns and summarize findings.
• 2 years of customer service experience.
• 1 year of technical experience.

Responsibilities

• Support the day-to-day operations of Calibrate’s Member Care Team by identifying and resolving issues that affect the member experience through data analysis, quality audits, and cross-functional projects.
• Monitor AI voice and chat agent performance, using established QA guidelines, and document errors and opportunities for improvement.
• Test AI agent updates and member journeys, record results, and report unexpected or undesired behavior.
• Assist in no-code AI agent journey development to improve member experience.
• Update SOPs and knowledge base articles based on approved process changes.
• Identify and propose improvements to broken workflows, inefficiencies, unclear instructions or SOPs, or gaps in member experience.
• Be comfortable and confident learning new systems, troubleshooting routine issues, and working across tools like Zendesk (Support and Explore), Looker, AI platforms, Slack, and Google Workspace.
• Support Zendesk queue and call monitoring with dedicated quality assurance scorecards.

Skills

Zendesk Support and Explore

Google Sheets

Project task tracking

AI-driven process improvement

Data pattern analysis

Customer service experience

Technical experience

Job description

Calibrate is on a mission to change the way the world treats weight by redefining obesity care as a matter of biology, not willpower. Designed by world leaders in metabolic health, our program combines clinical research, personalized coaching, and lifestyle intervention to deliver lasting weight loss and improved metabolic outcomes. With obesity as America’s largest chronic condition, impacting 175mm adults in a $600B market, we’re closing the care gap by offering the first value-based model in obesity treatment.

Since launching Direct-to-Consumer in 2020, we’ve expanded into Enterprise channels to improve access, and our app-based experience supports members with coaching, tailored education, daily tracking, and community engagement across the four pillars of metabolic health: food, sleep, exercise, and emotional wellbeing.

KEY RESPONSIBILITIES

• Support the day-to-day operations of Calibrate’s Member Care Team by identifying and resolving issues that affect the member experience through data analysis, quality audits, and cross-functional projects.
• Monitor AI voice and chat agent performance, using established QA guidelines, and document errors and opportunities for improvement.
• Test AI agent updates and member journeys, record results, and report unexpected or undesired behavior.
• Assist in no-code AI agent journey development to improve member experience.
• Update SOPs and knowledge base articles based on approved process changes.
• Identify and propose improvements to broken workflows, inefficiencies, unclear instructions or SOPs, or gaps in member experience.
• Be comfortable and confident learning new systems, troubleshooting routine issues, and working across tools like Zendesk (Support and Explore), Looker, AI platforms, Slack, and Google Workspace.
• Support Zendesk queue and call monitoring with dedicated quality assurance scorecards.

BKEY COMPETENCIES

• AI & Technology fluency: Comfortable learning and auditing new AI tools
• Data fluency: Able to pull reports, spot patterns, and summarize findings
• Quality assurance: Applies established scorecards consistently and documents specific, useful feedback.
• Attention to detail: Catches errors, incomplete handoffs, abrasion to the member experience, and gaps in documentation
• Process documentation: Investigates routine issues, gathers examples, and knows when to elevate.
• Communication: Shares concise updates to assist with process improvements
• Adaptability: Learns new systems and adjusts as Member Care processes and AI tools evolve.

REQUIRED SKILLS

• Zendesk Support and Explore proficiency
• Proficiency with Google Sheets
• Experience tracking project tasks and meeting deadlines
• Experience using AI to improve a process or make a workflow more efficient
• Experience using data to spot patterns and summarize findings
• 2 years of customer service experience
• 1 year of technical experience

BENEFITS

At Calibrate, we’re committed to putting our team members in control of their health. In 2026, we are proudly offering the following benefits:

• Enjoy a generous paid time off policy, including multiple paid company holidays, wellness days, and floating holidays to support your work-life blend.
• Medical, dental, and vision benefit options to keep you and your family healthy.
• Calibrate-funded disability and basic life insurance, ensuring peace of mind during unforeseen events.
• Access to several wellness programs, including a complimentary Headspace membership, and therapy on your schedule with Headspace Care.
• Employee Assistance Program through Principal to receive counseling on a wide range of topics.
• Remote-first ways of working, with the flexibility to work from any state.
• Competitive paid parental leave program to support new parents.

OUR VALUES

Members First. Always.

Every decision starts with one question - Will this improve the health and the experience of the people we serve?

Outcomes That Matter.

We measure success through sustained weight loss and meaningful improvements in cardiometabolic health.

Integrated Care Wins.

Obesity care requires more than medication alone. We combine clinical care, behavior change, and technology into one coordinated care model.

Relentless Improvement.

We continuously learn from outcomes, data, and our experience to refine our care model and raise the standard of obesity treatment.

Great Partners.

We strive to be easy to work with and trusted by patients, employers, clinicians, partners, and our fellow Calibraters.

Calibrate is proud to be an equal opportunity workplace, providing equal employment and advancement opportunities to all team members. To achieve our mission of changing the way the world treats weight, we are building an environment where every Calibrater can thrive, feel a sense of belonging, and do the best work of their careers. We value diversity and recruit, hire, and promote individuals solely based on talent, qualifications, competence, and merit. We evaluate candidates without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics as required by law and as a matter of our company values.