Member Operations and Investigation Specialist

Role Overview

• Investigate and resolve escalations — triage member-facing issues, clinical team tool issues, and cross-platform bugs; gather evidence; identify root cause; and drive resolution with engineering and product.
• Identify systemic issues — spot patterns across escalation volume, aggregate similar reports in real time, and flag emerging bugs to technical partners before they scale.
• Own designated functional areas — serve as the sole owner of assigned topic areas, managing POC relationships, keeping related Help Center articles accurate and up to date with upcoming releases, and tracking related issues efficiently.
• Maintain and optimize Help Center content — create, update, and peer-review articles and macros to meet AI CC optimization standards, ensuring Mary (our AI Care Coordinator) can resolve tickets end-to-end with accuracy.
• Build and improve processes — write and maintain SOPs and work instructions for investigation workflows and escalation paths; fix broken processes at the root rather than working around them.

Requirements

• 2–4 years of experience in operations, customer support, trust & safety, technical support, or a related function — with meaningful exposure to bug tracking, escalations, or process documentation.
• Investigative mindset — you're comfortable digging into ambiguous problems, pulling together evidence from multiple sources, and not closing a ticket until you've understood why something broke, not just that it did.
• Strong written communication — you write clearly and precisely. Whether it's a Help Center article, a Jira ticket, or a Slack update to an engineering partner, your writing is structured, specific, and actionable.
• Process ownership — you don't just follow SOPs, you improve them. You identify when a process creates friction and take initiative to fix it at the root.
• Comfort with ambiguity and change — this team operates in a fast-moving environment. Product launches, org changes, and evolving tooling are the norm. You adapt quickly and keep quality steady regardless.
• Cross-functional collaboration — you've worked alongside engineering, product, or clinical teams and know how to communicate operational patterns in ways that drive action, not just awareness.
• Proficiency with Jira and Notion — you'll use both daily for ticket management, documentation, and process tracking. Experience with Looker or similar analytics tools is a plus.
• High ownership and follow-through — you take full accountability for your work, proactively communicate blockers, and make sure things don't fall through the cracks even when you're juggling multiple workstreams.

Nice to have:

• Experience working in digital health, healthtech, or a clinically adjacent environment.
• Familiarity with AI-assisted support tools or content optimization for AI/chatbot systems.
• Experience writing or managing Help Center or knowledge base content at scale.

Benefits

• Comprehensive health, dental and vision insurance*
• Life and AD&D Insurance*
• Financial advisory services*
• Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)*
• Health Savings Account*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family