Remote AI-Powered Member Care Operations Specialist

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 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.