Member Success Representative

Superpower; Los Angeles (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Superpower is seeking a Member Success Representative to provide high-touch concierge support. As the first point of contact for members, you will assist with scheduling and onboarding, ensuring every interaction is seamless and empathetic.

The ideal candidate has customer support experience, strong critical thinking skills, and a passion for transforming healthcare. This full-time position requires working 40 hours/week from Wednesday to Sunday.

Qualifications

• 2+ years of customer support experience in a fast-paced environment, preferably in healthcare.
• Strong written communication skills and critical thinking abilities.
• Organized and proactive, with meticulous attention to detail.

Responsibilities

• Serve as the first point of contact for members.
• Assist with scheduling blood draws and onboarding.
• Handle inquiries and issues resourcefully.

Skills

Customer support experience

Critical thinking

Problem-solving skills

Written communication skills

Organizational skills

Adaptability

Team-oriented mindset

Empathetic support

Job description

Superpower is looking to bring on a Member Success Representative to join our high-touch concierge support team. This isn’t your average support role, our members deserve white-glove concierge-level support and we’re committed to going above and beyond.

As a Member Success Representative, you’ll be the first point of contact for our members, acting as a trusted guide through their health journey with Superpower. Whether it’s helping our members schedule a blood draw, or orienting them to our platform, you’ll ensure every interaction is seamless, empathetic, and solutions-focused.

This role is best suited for someone who thrives in a fast-paced, service-driven startup environment, has a passion for improving the future of healthcare, and can think critically while delivering outstanding, compassionate support.

Responsibilities

• Serve as the first point of contact for members, providing high-touch concierge-level support.
• Assist members with scheduling blood draws, onboarding, and platform orientation.
• Ensure every interaction is seamless, empathetic, and solutions-focused.
• Handle member inquiries, issues, and escalation with calm and resourceful approach.
• Collect and document member feedback, identify trends, and recommend improvements to service processes.
• Collaborate closely with cross-functional teams to resolve member requests and enhance member experience.

Qualifications

• 2+ years of customer support experience in a fast-paced, high-touch environment. Concierge and/or healthcare support experience is strongly preferred.
• Excellent critical thinking and problem-solving skills, with a calm and resourceful approach under pressure.
• Meticulous attention to detail. You catch the small stuff that others might miss.
• Strong written communication skills. You’re warm, friendly, and fun to talk to. You bring positive energy to every interaction, and our members should feel excited to hear from you.
• Highly organized and proactive, able to anticipate member needs and go the extra mile to deliver exceptional support.
• Quick to learn and highly adaptable. You welcome new processes and are able to make changes as new developments roll out on the team. You're excited to always learn something new.
• A team-oriented mindset. You're always ready to pitch in and support your team and our members.
• Passionate about transforming the healthcare experience and providing members with empathetic, high-quality support.
• Committed to privacy and confidentiality, with a strong understanding of HIPAA compliance or a willingness to learn and uphold it.
• Able to work a full-time schedule (40 hours/week), Wed-Sun 12pm - 9pm PST.