{"id":1406639,"url":"https://alion.io/job/welltheory-member-support-specialist","title":"Member Support Specialist","company":{"id":687630,"name":"WellTheory","domain":"welltheory.com","url":"https://alion.io/company/welltheory","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":22,"max":26,"currency":"USD","period":"hour","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Claude","optional":true},{"name":"Freshdesk","optional":true},{"name":"Google Workspace","optional":true},{"name":"Intercom","optional":true},{"name":"Slack","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-09-28T16:43:05Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-20T18:17:56Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"About WellTheory\nWellTheory 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.\nAbout the Role\nWellTheory 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 WellTheory.\nYou'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 WellTheory can actually get the care they signed up for. You'll also be the voice of the member inside WellTheory, escalating patterns to Care, Product, Implementation, and Leadership so we get better every week.\nThis 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.\nWhat You'll Do\nRespond to member questions across email, live chat, and outbound phone - covering eligibility, enrollment, billing, program logistics, and technical troubleshooting\n\nMeet team goals for response time, first-touch resolution, quality assurance, and member satisfaction (CSAT)\n\nOwn 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\n\nSurface patterns you see in member conversations to the rest of WellTheory, so recurring issues get fixed at the root and the voice of the member reaches every team\n\nHandle sensitive member information in accordance with HIPAA and WellTheory's privacy and security policies\n\nContribute to macros, help center content, and internal support playbooks so the whole team gets sharper every quarter\n\nPartner with Implementation and Client Success during launches and open enrollment cycles when member volume spikes\n\nUse 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\n\nYou Might Be a Great Fit If You...\nHave 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\n\nAre 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\n\nAre comfortable navigating multiple tools and systems simultaneously, and pick up new software quickly\n\nHave integrated AI tools into your daily workflow and know when to reach for one and when to step in yourself\n\nBring follow-through and steady judgment to a remote-first environment where you're expected to figure things out and build as you go\n\nCan work a variable schedule within US business hours, including occasional evenings, weekends, or holidays as coverage requires\n\nCare about the autoimmune experience - whether that's personal, familial, or a genuine curiosity about chronic condition care\n\nBonus Points\nExperience in a HIPAA-covered environment, and familiarity with how PHI should be handled in a support context\n\nHands-on experience with Zendesk, Freshdesk, Intercom, or a comparable ticketing and live-chat platform\n\nFamiliarity with our stack: Notion, Slack, Google Workspace, and Claude\n\nBilingual (Spanish/English), spoken and written\n\nExperience supporting members in a B2B2C or benefits-driven model, where employers or health plans sit between you and the end member\n\nWhat We Offer\nAn hourly base rate of $22 - $26 with meaningful equity and benefits. Placement within our range depends on directly relevant skills and experiences you bring to the role.\n\nWe are unable to sponsor employment-based visas for this role at this time.\n\nFor your safety: Please remember that WellTheory will only contact you from a @ welltheory.com email address. Be cautious of emails from other domains. Our recruiting team will never ask for money, fees, or banking information as part of our hiring process. If you're ever unsure, don't click any links and apply directly to a posted role on our career site.\n--\nAt WellTheory, we're committed to building a diverse, inclusive, and authentic team - so if you're excited about this role but your experience doesn't check every box, we encourage you to apply anyway. You might be exactly who we're looking for.\nWellTheory is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.\nIf you require accommodations at any stage of our hiring process, please reach out to our hiring team. We're happy to work with you.","description_format":"text","description_chars":5308,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Nutrition & Dietetics","Consumer Health Apps"],"lifecycle":[{"event":"open","at":"2026-09-28T18:13:43Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.487,"p_room":0.35,"age_days":21,"expected_fill_days":7,"reasons":["conf:0","win:tail","comp:junior"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/welltheory-member-support-specialist","json_url":"https://alion.io/job/welltheory-member-support-specialist.json","meta":{"generated_at":"2026-10-20T18:33:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21381,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687630},"rest":"https://alion.io/mcp/rest/get_company?id=687630"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwelltheory-member-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwelltheory-member-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwelltheory-member-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/welltheory-member-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwelltheory-member-support-specialist"}]}