Member Support Specialist

About this role 

The Member Support Specialist reports to the Sr. Manager of Member Support and is responsible for providing world-class operations support to members and internal teams. In this role, you will contribute to excellent support metrics and provide feedback on areas of opportunity for relentless improvement. Your work will be critical to delivering superior customer care to a rapidly growing member base. 

*This is a full-time work-from-home role. Working hours are 7:30am – 4:30pm PT 

What you’ll do

• Deliver high-quality, frontline customer support to agreed-upon service levels 
• Efficiently review customer contacts and provide actionable insights that drive process improvements to enhance customer experience and eliminate friction-causing roadblocks  
• Be a subject matter expert on Transcarent products, services, policies, processes and workflows, both internally and externally  
• Partner with management on support improvements, including process, training and workflow gaps 
• Collaborate on dedicated customer-facing work, with special projects as assigned by leadership  
• Create phenomenal member experiences to ensure retention by quickly and clearly addressing questions via chat, phone and email 

What we’re looking for 

• 2+ years experience in customer support, customer operations and/or contact center operations 
• Impeccable customer service skills with a relentless desire to exceed expectations 
• Basic computer skills necessary, Mac/iOS preferred  
• Experience with CRM tools, Zendesk strongly preferred 
• Experience with Microsoft Suite, Word and Excel preferred 
• Exceptional verbal and written communication skills 
• Strong attention to detail  
• Demonstrated ability to remain calm under pressure 
• Comfort giving and receiving direct feedback 
• Remote experience preferred 

Nice to have 

• Experience producing or handing Medical Records 
• Experience managing escalation calls 
• Bilingual (English/Spanish) 

• $26.00-$30.00/hour