Member Experience Specialist - Tampa Bay Area

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Experience Specialist - Tampa Bay Area based in the United States.

This role puts you at the center of the member experience, helping people navigate complex healthcare and benefits with confidence.

You’ll serve as a trusted point of contact, providing thoughtful support across email and phone while resolving issues from start to finish.

The position combines customer advocacy with problem-solving, requiring you to translate complex healthcare and financial concepts into clear guidance.

You’ll work closely with Operations, Product, Engineering, and other teams to identify recurring problems and address their root causes.

Beyond frontline support, you’ll help improve documentation, workflows, and scalable processes that make the overall experience better.

The environment is fast-paced and collaborative, with significant ownership and opportunities to influence how a growing healthcare technology platform operates.

This is an ideal opportunity for someone passionate about combining exceptional member service with health technology, operational improvement, and continuous innovation.

Accountabilities

• Provide high-quality frontline member support through email and phone, addressing questions and resolving issues related to benefits, insurance, and core platform workflows.
• Own member issues end-to-end, delivering timely, empathetic, accurate, and comprehensive resolutions.
• Meet established service-level agreements and performance metrics while maintaining a consistently high standard of member care.
• Explain complex healthcare, insurance, benefits, and financial concepts clearly to members, particularly during stressful or sensitive situations.
• Identify recurring issues, unusual cases, product gaps, and potential bugs, escalating them to the appropriate teams and helping drive effective resolutions.
• Partner with Operations, Product, Engineering, Customer Success, Employer Support, and other teams to resolve cross-functional member issues and prevent recurring problems.
• Identify root causes behind support trends and contribute insights that can improve products, processes, and the broader member experience.
• Help develop and maintain customer-facing and internal resources, including help articles, templates, documentation, and other support materials.
• Contribute to scalable support workflows and operational improvements that increase team efficiency and reduce avoidable support volume.
• Identify opportunities for automation and process enhancement as the support organization and platform continue to evolve.

Requirements

• 1-4 years of experience in customer support, healthcare, health technology, or another comparable member-facing environment.
• Excellent written and verbal communication skills, with the ability to explain complex topics clearly and create confidence during high-pressure interactions.
• Strong customer-service orientation with demonstrated empathy, sound judgment, and a commitment to resolving issues thoroughly.
• Ability to work effectively in a fast-moving environment while maintaining accuracy, organization, and a high level of service.
• Strong interest in the intersection of healthcare technology and financial technology, particularly products involving complex benefits or workflows.
• Demonstrated ability to collaborate with Operations, Product, Engineering, and other cross-functional teams to solve customer problems.
• Ability to identify patterns and think beyond individual support cases to understand and address underlying causes.
• Comfortable taking ownership of ambiguous or complex problems and proactively driving them toward resolution.
• Experience supporting health insurance, ICHRA, or complex financial or compliance-related products is particularly valuable.
• Experience creating customer-facing resources such as help-center articles, videos, templates, or educational materials is a plus.
• A track record of receiving exceptional customer feedback or serving as a quality benchmark for peers is highly valued.
• Based in, or willing to relocate to, the Tampa Bay Area.
• Ability to work legally in the United States without requiring employment visa sponsorship now or in the future.

Benefits

• Remote work opportunity within the United States, with the role specifically based in or near the Tampa Bay Area.
• Competitive annual compensation of $85,000-$105,000 USD.
• Opportunity to work at the intersection of healthcare, financial technology, and member experience.
• High degree of ownership and the opportunity to directly influence support operations, workflows, documentation, and product improvements.
• Close collaboration with Operations, Product, Engineering, Customer Success, and other cross-functional teams.
• Exposure to complex healthcare benefits and insurance workflows, providing opportunities for significant professional development.
• Opportunity to contribute to automation and scalable systems as the organization grows.
• Fast-moving, collaborative environment with meaningful responsibility and direct impact on the member experience.
• Rigorous but streamlined interview process designed to evaluate practical skills, problem-solving, integrity, talent, and drive.