Member Support Specialist

Well Theory 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.

Well Theory 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 Well Theory.

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 Well Theory can actually get the care they signed up for. You'll also be the voice of the member inside Well Theory, 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.

• 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 Well Theory, 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 Well Theory'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

• 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
• Bring follow-through and steady judgment to a remote-first environment where you're expected to figure things out and build as you go
• 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

• 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…