Member Experience Specialist - San Francisco

We're seeking an experienced Operations Team Member to join a fast-growing health technology company. In this role, you'll independently own customer support and internal systems queues end to end, investigating and resolving complex, high-stakes cases rather than following a fixed script. You'll work closely with engineering and product to fix root causes, build self-service documentation, and lead improvement initiatives tied to team metrics. This position is ideal for someone who thrives in an undefined, fast-changing environment and holds a high bar for their own work.

Responsibilities

• Own customer support and internal systems queues end to end, independently investigating and resolving issues rather than escalating them.

• Develop deep product and platform expertise, partnering closely with engineering, product, and go-to-market teams.

• Create and refine self-service documentation to reduce dependency on the support team.

• Lead continuous improvement initiatives tied to metrics like customer satisfaction, resolution time, and SLA compliance.

• Advocate to Product and Engineering on customer feedback to improve long-term product reliability.

• Identify and push for process and product improvements that benefit customers.

Required Qualifications

• Excellent problem-solving skills, capable of diagnosing complex issues independently and driving them to resolution.

• Proven experience in stakeholder management, with the ability to influence cross-functional teams.

• Comfortable operating with significant ambiguity in a fast-changing environment.

• Bachelor's degree

• Ability and willingness to work a hybrid schedule in San Francisco Bay Area 3 days onsite and 2 days remote per week following an initial training period

• 3+ years of experience in a support, operations, or similar role, with a track record of resolving complex cases independently