[Hiring] Member Support Specialist @WellTheory

Role Description

WellTheory is hiring a Member Support Specialist to be the front-line voice for our members. Our members are navigating chronic autoimmune conditions — many of them have spent years feeling unheard by the healthcare system, and the way we show up for them on their first email, their first billing question, or their first tech issue sets the tone for their entire experience with WellTheory.

You'll answer member questions across email, live chat, and phone — covering eligibility, enrollment, billing, program logistics, and technical troubleshooting — and make sure the members whose employers and health plans have chosen WellTheory can actually get the care they signed up for. You'll also be the voice of the member inside WellTheory, escalating patterns to Care, Product, Implementation, and Leadership so we get better every week.

This is a remote, hourly role based in the U.S. You will be working U.S. business hours with some flexibility required for evenings, weekends, or holidays depending on member volume and enrollment cycles.

What You'll Do

• Respond to member questions across email, live chat, and outbound phone — covering eligibility, enrollment, billing, program logistics, and technical troubleshooting.
• Meet team goals for response time, first-touch resolution, quality assurance, and member satisfaction (CSAT).
• Own the member's issue end-to-end — including looping in Care, Implementation, Engineering, or Client Success when a resolution needs their expertise, and following up until it's closed.
• Surface patterns you see in member conversations to the rest of WellTheory, so recurring issues get fixed at the root and the voice of the member reaches every team.
• Handle sensitive member information in accordance with HIPAA and WellTheory's privacy and security policies.
• Contribute to macros, help center content, and internal support playbooks so the whole team gets sharper every quarter.
• Partner with Implementation and Client Success during launches and open enrollment cycles when member volume spikes.
• Use AI tools to draft responses, summarize threads, and pull context faster — freeing up your time for the conversations that need a real human on the other end.

Qualifications

• 1–3 years of experience in a customer-facing support role (call center, help desk, member services, or similar), ideally in healthcare, digital health, or a fast-paced tech environment.
• Warm, clear communicator in writing and on the phone — able to hold both the member's frustration and the path to resolution at the same time.
• Comfortable navigating multiple tools and systems simultaneously, and able to pick up new software quickly.
• Experience integrating AI tools into daily workflow and knowing when to reach for one and when to step in yourself.
• Ability to bring follow-through and steady judgment to a remote-first environment where you're expected to figure things out and build as you go.
• Willingness to work a variable schedule within US business hours, including occasional evenings, weekends, or holidays as coverage requires.
• Care about the autoimmune experience — whether that's personal, familial, or a genuine curiosity about chronic condition care.

Bonus Points

• Experience in a HIPAA-covered environment, and familiarity with how PHI should be handled in a support context.
• Hands-on experience with Zendesk, Freshdesk, Intercom, or a comparable ticketing and live-chat platform.
• Familiarity with our stack: Notion, Slack, Google Workspace, and Claude.
• Bilingual (Spanish/English), spoken and written.
• Experience supporting members in a B2B2C or benefits-driven model, where employers or health plans sit between you and the end member.

Benefits

• An hourly base rate of $22 – $26 with meaningful equity and benefits. Placement within our range depends on directly relevant skills and experiences you bring to the role.
• We are unable to sponsor employment-based visas for this role at this time.

Company Description

At WellTheory, we're committed to building a diverse, inclusive, and authentic team — so if you're excited about this role but your experience doesn't check every box, we encourage you to apply anyway. You might be exactly who we're looking for.

WellTheory is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

If you require accommodations at any stage of our hiring process, please reach out to our hiring team. We're happy to work with you.