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Member Support Specialist
Full-time
About WellTheory
WellTheory is a digital health company helping people with autoimmune conditions take control of their health through personalized care, nutrition guidance, and ongoing coaching. We're a team of 60+ passionate people who care deeply about helping our members reduce symptoms, feel better, and live fuller lives — while helping employers and payors reduce their spend.
About The Role
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.
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
You Might Be a Great Fit If You...
Have 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
Are a warm, clear communicator in writing and on the phone — you can hold both the member's frustration and the path to resolution at the same time
Are comfortable navigating multiple tools and systems simultaneously, and pick up new software quickly
Have integrated AI tools into your daily workflow and know when to reach for one and when to step in yourself
Can 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
