Member Success Specialist

About the role

The Member Success Specialist is the primary point of contact for HLTH members who need assistance via email, live chat, or social channels. You will manage each interaction from start to finish, ensuring members receive prompt, courteous, and effective support while representing their voice within the company.

Key responsibilities

• Provide high‑quality support across phone, email, live chat, and social media, resolving issues quickly and warmly.
• Own each conversation from initial contact through resolution, including complex or sensitive cases.
• Handle order, shipping, delivery, cancellation, return, and refund inquiries in line with company policy.
• Answer product questions and guide members through basic device troubleshooting.
• Advocate for members by surfacing recurring issues, bugs, and friction points to inform product and process improvements.
• Collaborate with cross‑functional teams to achieve appropriate resolutions.
• Document every case accurately according to quality standards.
• Meet or exceed quality, customer‑satisfaction, and response‑time targets.
• Maintain reliable availability during scheduled shifts, including occasional evenings or weekends.

Required profile

• Minimum of 2 years experience in a customer‑facing role across any communication channel.
• Excellent written English—clear, warm, and easy to read.
• Fast learner comfortable adopting new software and support tools.
• Empathetic yet efficient communication style, able to calm anxious members while keeping progress.
• Strong problem‑solving abilities with keen attention to detail.

Required skills