Member Support Specialist

✨ What you’ll be working on

TailorCare is reshaping specialty healthcare with a personalized, evidence-based approach. As a Member Support Specialist, you’ll be the first point of contact for members, helping them navigate their care journey with confidence and ease.

What You’ll Do

Customer Support & Experience

• Handle member queries via chat, phone, and email
• Resolve issues like login problems, navigation help, and account questions
• Deliver empathetic, human-first support
• Maintain high CSAT scores

Technical & System Support

• Use tools like Zendesk and RingCentral
• Access member dashboards and track interactions
• Follow HIPAA compliance strictly

Efficiency & SLA Management

• Respond within defined SLAs
• Prioritize tickets effectively
• Use macros/templates without losing personalization

Team & Culture

• Participate in team meetings and feedback sessions
• Adapt quickly in a fast-paced startup environment
• Support teammates during peak volumes

Requirements

• High School Diploma (Associate degree preferred)
• 1+ year in customer support / member services
• Strong communication skills (written & verbal)
• Experience with CRM tools like Zendesk (preferred)
• Basic understanding of HIPAA (or willingness to learn)
• Detail-oriented with strong problem-solving skills

Skills

• Customer-first mindset
• Multitasking & prioritization
• Strong communication & interpersonal skills
• Ability to work independently in a remote setup
• Adaptability in fast-growing environments

Pay & Benefits

• Meaningful work impacting patient lives
• Fully remote-first work environment
• Generous PTO & holidays
• Paid parental leave
• Medical, dental, vision, and wellness benefits (Day 1)
• 401k with employer match
• Inclusive and collaborative culture

Shift

9 AM – 6 PM PST (US Time Zone)