Remote Member Support Specialist — CSAT Champion

TailorCare, Inc.; United States; Hybrid; USD 42,000 - 54,000; Full time

Job summary

TailorCare, Inc. is seeking a proactive Member Support Specialist to be the friendly frontline contact for members using RecoveryOne care modalities. You will handle chat, phone, and email inquiries, resolve account questions, and assist with basic technical issues, ensuring a compassionate experience.

Work is remote-first with a Nashville-based corporate office. The role emphasizes empathy, clear communication, and adherence to SLA targets while maintaining HIPAA compliance and high CSAT scores.

Qualifications

• 1+ year in customer support, member services, or frontline roles.
• Excellent written and verbal communication with a warm tone.
• Familiarity with ZenDesk, RingCentral, or similar CRM platforms.
• HIPAA guidelines knowledge or willingness to learn.
• Strong attention to detail in ticketing and documentation.
• Genuine empathy and solutions-oriented mindset.

Responsibilities

• Handle inbound member interactions across chat, phone, and email with warmth and professionalism.
• Resolve questions and basic technical issues related to the RecoveryOne platform.
• Demonstrate empathy and patience with frustrated or anxious members.
• Confirm member satisfaction before closing tickets and maintain high CSAT scores.
• Document interactions in ZenDesk in real time and adhere to SOPs.
• Escalate appropriately and support SLA targets across channels.
• Prepare for 1:1s and team meetings with updates and observations.

Skills

Customer support

Written communication

Verbal communication

Empathy

Attention to detail

HIPAA compliance

Problem solving

Tools

ZenDesk

RingCentral

Job description

TailorCare, Inc. is seeking a proactive Member Support Specialist to be the friendly frontline contact for members using RecoveryOne care modalities. You will handle chat, phone, and email inquiries, resolve account questions, and assist with basic technical issues, ensuring a compassionate experience.

Work is remote-first with a Nashville-based corporate office. The role emphasizes empathy, clear communication, and adherence to SLA targets while maintaining HIPAA compliance and high CSAT scores.