Member Support Advocate - Remote Care & Helpdesk

WellTheory Technologies, Inc.; Northern (KY); Hybrid; USD 30,000 - 36,000; Full time

Benefits offered by this job

Hourly compensation

Equity

Benefits

Remote-first

Job summary

WellTheory Technologies, Inc. is seeking a Member Support Specialist to serve as the front-line voice for members navigating autoimmune care.

You will respond to questions across email, live chat, and phone, handling eligibility, enrollment, billing, and tech issues to ensure members get the care they signed up for. This remote, U.S.-based role requires flexibility for evenings, weekends, or holidays and involves collaboration with Care, Product, and Implementation to improve member experience

Qualifications

• 1–3 years in a customer-facing support role (healthcare or digital health experience preferred).
• Strong written and verbal communication skills; able to de-escalate and resolve issues.
• Comfort navigating multiple tools and systems; quick to learn new software.
• Experience integrating AI tools into daily workflows and knowing when to apply them.
• Ability to work a remote-first schedule and adapt to varying hours as coverage requires.

Responsibilities

• Respond to member questions across email, live chat, and phone covering eligibility, enrollment, billing, and program logistics.
• Meet team goals for response time, first-touch resolution, quality assurance, and CSAT.
• Own the member issue end-to-end, looping in Care, Product, Implementation, or Engineering as needed.
• Surface patterns in member conversations to improve products and processes.
• Handle sensitive member information in compliance with HIPAA and privacy policies.
• Contribute to macros, help center content, and internal playbooks for team sharpening.
• Partner with Implementation and Client Success during launches and enrollment spikes.
• Use AI tools to draft responses and summarize threads to focus on human conversations.

Skills

Customer-facing experience

Strong written & verbal communication

AI tools in workflow

Remote-first work

Multitask with multiple tools

Tools

Zendesk

Freshdesk

Intercom

Notion

Slack

Google Workspace

Claude

Job description

WellTheory Technologies, Inc. is seeking a Member Support Specialist to serve as the front-line voice for members navigating autoimmune care.

You will respond to questions across email, live chat, and phone, handling eligibility, enrollment, billing, and tech issues to ensure members get the care they signed up for. This remote, U.S.-based role requires flexibility for evenings, weekends, or holidays and involves collaboration with Care, Product, and Implementation to improve member experience