Remote Member Care Operations Specialist

Calibrate; United States; Remote; USD 68,770,000 - 71,635,000; Full time

Benefits offered by this job

Generous paid time off

Health insurance (medical, dental, and

Vision coverage

Disability & basic life insurance

Headspace membership

Headspace Care therapy

Employee Assistance Program

Remote-first working style

Parental leave

Job summary

Calibrate is seeking a Member Care Operations Associate to support daily operations of our Member Care Team. You will analyze data, conduct quality audits, and collaborate across teams to resolve issues affecting member experience.

Responsibilities include monitoring AI voice and chat agents, testing updates, and helping develop no-code AI journeys while keeping SOPs current and clear for the team.

Qualifications

• 2 years of customer service experience.
• 1 year of technical experience.
• 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.

Responsibilities

• Support 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 Proficiency

Google Sheets

Project Tracking

AI for Process Improvement

Data Pattern Analysis

Customer Service

Technical Experience

Job description

Calibrate is seeking a Member Care Operations Associate to support daily operations of our Member Care Team. You will analyze data, conduct quality audits, and collaborate across teams to resolve issues affecting member experience.

Responsibilities include monitoring AI voice and chat agents, testing updates, and helping develop no-code AI journeys while keeping SOPs current and clear for the team.