[Hiring] Member Activation Specialist @Wellthy

Role Description

As our Member Activation Specialist-Inbound, you will resolve member questions and issues across phone, chat, and email — quickly, warmly, and accurately. Members come to you with everything from a password reset to a complex, multi-step care question, and solving it is your first job.

• Bring an activation lens to the interaction whenever the moment genuinely allows it.
• Contribute process-level insight, connecting patterns into recommendations that improve activation outcomes across the team.
• Report directly to the Director of Member Growth and Activation.
• Ensure every member interaction is positive and effective, taking ownership of issues and resolving them with a high standard of support.
• Provide warmth, empathy, and clear guidance to members across communication channels.
• Assess the urgency of member needs and address complex or time-sensitive issues promptly.
• Coach Level I specialists to recognize and act on moments to enhance member engagement.
• Identify trends or moments where proactive follow-up prevents downstream issues.
• Own the tracking and resolution of member-related issues, ensuring adherence to established processes.
• Serve as a key resource for cross-departmental collaboration.
• Actively support peers by sharing knowledge and mentoring Level I specialists.
• Identify and assess situations requiring Incident Response and own the escalation process.
• Bring forward insights that help improve workflows, tools, scripts, and knowledge articles.
• Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes.

Qualifications

• Open to learning, experimenting, and evolving.
• Comfort with emerging technology and curiosity around how tools like AI can support your workflow.
• Work experience in customer service or administration, preferably within a healthcare, benefits, or care-related field.
• High school diploma or equivalent required.
• Experience handling higher-complexity member issues or supporting escalations is preferred.
• Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus.
• Comfort recognizing and acting on activation opportunities within support interactions.
• Availability during early EST hours or late PST hours is a plus.
• Proficiency in more than one language is a plus.
• Proficiency with macOS systems, GSuite, Slack, and customer support ticketing systems (Zendesk, Intercom, etc.).

Requirements

• Strong internet connection and a quiet space to take calls.
• A professional, distraction-free environment.
• Work from a private, dedicated space suitable for handling sensitive information.
• Location must be within the US, excluding certain states (Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia).

Benefits

• Starting salary of $20-$25/hour.
• Remote work environment.
• Medical, dental, and vision benefits within 30 days of hire.
• Retirement saving account with matching company contributions.
• Mental health benefits.
• 15 days paid vacation, with two additional days for each subsequent year (up to a maximum of 25 days).
• Sick and Caregiving Days.
• Professional development initiatives for growth.
• Generous parental leave during a new child’s first year and pregnancy loss leave.