Member Activation Specialist (Inbound)

Join Wellthy as a Member Activation Specialist-Inbound, where you'll resolve member questions and issues across phone, chat, and email. You'll bring an activation lens to every interaction, contribute process-level insights, and support cross-departmental collaboration. This role offers generous PTO, health insurance, a 401(k) with employer match, and professional development opportunities.

• Assurer la résolution des questions et des problèmes des membres par téléphone, chat et email, en fournissant un service rapide, chaleureux et précis.
• Identifier les opportunités d'activation lors des interactions avec les membres et agir en conséquence pour renforcer l'utilisation des services de Wellthy.
• Contribuer à l'amélioration des résultats d'activation en fournissant des informations sur les processus et en identifiant les tendances.

• Work experience in customer service or administration, and extra helpful if this is within a healthcare, benefits or care-related field
• Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus
• Proficiency in more than one language is a plus
• Comfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the same
• Proficiency with macOS systems, GSuite, Slack, and 1Password, customer support and help desk ticketing systems (Zendesk, Intercom, or the like)
• Experience handling higher-complexity member issues or supporting escalations is preferred
• Availability during early EST hours or late PST hours is a plus, given our 8:00AM–10:00PM ET coverage window. This role is likely to work a daytime shift
• High school diploma or equivalent required
• Open to learning, experimenting, and evolving; comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
• To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus
• Private, with secure (not public) internet and phone access
• We ask that you work in a location that is:
• Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space
• To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment
• We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above