Own platform investigations and drive operational excellence to deliver exceptional member support, ensuring efficient AI and human Care Coordinator services.
AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.
Explorer (Level 1) — Uses AI daily to boost personal productivity
Builder (Level 2) — Creates workflows and tools that elevate the whole team
Integrator (Level 3) — Embeds AI into products and processes at scale
Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.
Investigate and resolve escalations — triage member-facing issues, clinical team tool issues, and cross-platform bugs; gather evidence; identify root cause; and drive resolution with engineering and product.
Identify systemic issues — spot patterns across escalation volume, aggregate similar reports in real time, and flag emerging bugs to technical partners before they scale.
Own designated functional areas — serve as the sole owner of assigned topic areas, managing POC relationships, keeping related Help Center articles accurate and up to date with upcoming releases, and tracking related issues efficiently.
Maintain and optimize Help Center content — create, update, and peer-review articles and macros to meet AI CC optimization standards, ensuring Mary (our AI Care Coordinator) can resolve tickets end-to-end with accuracy.
Build and improve processes — write and maintain SOPs and work instructions for investigation workflows and escalation paths; fix broken processes at the root rather than working around them.
To get to know more about our Tech Stack, check here.
2–4 years of experience in operations, customer support, trust & safety, technical support, or a related function — with meaningful exposure to bug tracking, escalations, or process documentation.
Investigative mindset — you're comfortable digging into ambiguous problems, pulling together evidence from multiple sources, and not closing a ticket until you've understood why something broke, not just that it did.
Strong written communication — you write clearly and precisely. Whether it's a Help Center article, a Jira ticket, or a Slack update to an engineering partner, your writing is structured, specific, and actionable.
Process ownership — you don't just follow SOPs, you improve them. You identify when a process creates friction and take initiative to fix it at the root.
Comfort with ambiguity and change — this team operates in a fast-moving environment. Product launches, org changes, and evolving tooling are the norm. You adapt quickly and keep quality steady regardless.
Cross-functional collaboration — you've worked alongside engineering, product, or clinical teams and know how to communicate operational patterns in ways that drive action, not just awareness.
Proficiency with Jira and Notion — you'll use both daily for ticket management, documentation, and process tracking. Experience with Looker or similar analytics tools is a plus.
High ownership and follow-through — you take full accountability for your work, proactively communicate blockers, and make sure things don't fall through the cracks even when you're juggling multiple workstreams.
Nice to have:
Experience working in digital health, healthtech, or a clinically adjacent environment.
Familiarity with AI-assisted support tools or content optimization for AI/chatbot systems.
Experience writing or managing Help Center or knowledge base content at scale.
Equity Compensation
Equity shares
Flexible Work Hours
Flexible working hours
Health Insurance
Comprehensive health, dental and vision insurance
Free digital therapist
Free digital therapist for you and your family
Paid Parental Leave
Parental leave
Paid Time Off
Discretionary PTO plan
Remote-Friendly
Remote-first company
Sword Health is transforming healthcare with its AI Care platform, making healthcare more accessible while drastically lowering costs for payers and organizations. Initially focused on pain management, Sword has expanded into women's health, movement health, and mental health, serving over 700,000 members across three continents and helping enterprise clients save over $1 billion in unnecessary healthcare expenses.
Understand the required skills and qualifications, anticipate the questions you may be asked, and study well-prepared answers using our sample responses.
Specialist Q&A's