Member Operations and Investigations Specialist

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

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.

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.

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.