Member Support Specialist

Location: Remote (UK Hours)

Role Type: Permanent + Full Time (40 hours per week)

Salary: £25.4k

At GenderGP, our mission is to make gender-affirming healthcare accessible, inclusive, and supportive. Since 2015, we've been pioneering compassionate online care around the world. We’re seeking a proactive, empathetic Member Support Specialist to provide exceptional assistance to our community and ensure every member interaction is handled with care, clarity, and professionalism

You’ll be the first point of contact for our members, helping them navigate their journey with us and making their experience seamless and supportive. By responding to enquiries quickly and accurately, you’ll play a key role in building trust and confidence in our service.

• Responding to member emails and chatbot enquiries with empathy and professionalism.
• Managing our centralised inbox via Trengo, ensuring all communications are handled efficiently.
• Handling social media enquiries and responding to reviews on Google Review and Trustpilot.
• Escalating queries to the relevant team member/s where technical or other support is required.
• Working at pace, enjoying the challenge of solving member problems, and providing exceptional support.
• Using purpose-built resources to guide responses, ensuring consistency and accuracy.
• Independently learning about our service, procedures, and related topics, with ongoing support available.
• Supporting members through new product launches and service expansion.

• Experienced in customer support, ideally in healthcare, telehealth, or regulated industries.
• A natural communicator with excellent written English and the ability to explain complex information clearly.
• Confident managing multiple tasks and channels while maintaining attention to detail.
• Empathetic and solution-focused, you enjoy making a positive impact on someone’s experience.
• Comfortable learning independently while using structured resources and guidance to support decision-making.

• Competitive, based on experience.
• Fully remote, with UK-based preference and flexible hours.
• Opportunity for professional development and training in member support, telehealth services, and platform tools.

• Experience in telehealth or gender-affirming care.
• Familiarity with Trengo or centralised inbox management tools.
• Comfortable handling high-volume support and navigating complex member queries.