Member Experience Representative

Why Wellthy is for you!

At Wellthy, we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones.

We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we’re seeking collaborative, curious, and purpose-driven teammates to help us expand what’s possible.

Our work is grounded in the expertise of seasoned care professionals who deeply understand families’ real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery.

Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we’re building a more connected, comprehensive care experience for families and caregivers alike.

We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members.

We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us.   

As our Part Time Member Experience Representative, you will resolve member questions and issues across phone, chat, and email — quickly, warmly, and accurately. Members come to you with everything from a password reset to a complex, multi-step care question, and solving it is your first job. 

You will bring an activation lens to the interaction whenever the moment genuinely allows it; noticing when a resolved issue is also a chance to open a care project, add a partner or spouse to an account, book a Back Up Care session, or connect a member to a Care Coordinator, so solving today's problem also strengthens how the member uses Wellthy going forward. 

Your work goes beyond resolving individual interactions - you contribute process-level insight, connecting patterns into recommendations that improve activation outcomes across the team.

You will report directly to the Director of Member Growth and Activation.

To be successful in this role:

• Because Wellthy can receive dozens to hundreds of incoming member interactions per week, this role should ensure every member interaction across phone, chat, and email is positive and effective, taking ownership of issues and resolving them with a high standard of support, contributing to member satisfaction and retention.
• Provide warmth, empathy, and clear guidance to members across communication channels, navigating inquiries with confidence and urgency.
• Assess the urgency of member needs, addressing complex or time-sensitive issues promptly and with independence.
• Bring an activation lens to every inbound interaction — recognizing and acting on moments to set up an account, add a partner or spouse, open a care project, add a care recipient, book a Back Up Care session, or connect a member to a Care Coordinator — and coach Level I specialists to do the same.
• Identify trends or moments where proactive follow-up prevents downstream issues, enhances clarity for members, or surfaces an activation opportunity for the team.
• Own the tracking and resolution of member-related issues, ensuring adherence to established processes and timelines, and identifying areas for process improvement and efficiency.
• Serve as a key resource for cross-departmental collaboration, ensuring smooth handoffs and efficient issue resolution.
• Actively support peers by sharing knowledge and best practices, mentoring Level I specialists, and contributing to team growth and development.
• Identify and assess situations requiring Incident Response, and own the escalation process to ensure issues are addressed efficiently.
• Bring forward insights from day-to-day work that help improve workflows, tools, scripts, and knowledge articles — including patterns that could inform new activation approaches.
• Execute pre-built outbound sequences or scripted outbound follow-ups during gaps or volume spikes — a growth opportunity and occasional stretch, not a routine part of this role.

Qualifications

To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.

• Work experience in customer service or administration, and extra helpful if this is within a healthcare, benefits or care-related field.
• High school diploma or equivalent required.
• Experience handling higher-complexity member issues or supporting escalations is preferred.
• Demonstrated ability to mentor peers or contribute to team-wide knowledge sharing is a strong plus.
• Comfort recognizing and acting on activation opportunities within support interactions, and coaching others to do the same.
• Part-Time Availability during early EST hours or late PST hours is a plus, given our 8:00AM–10:00PM ET coverage window. This role is likely to work a daytime shift. 
• Proficiency in more than one language is a plus.
• Proficiency with macOS systems, GSuite, Slack, and 1Password, customer support and help desk ticketing systems (Zendesk, Intercom, or the like) 
• Open to learning, experimenting, and evolving; comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus.

Total Rewards Package

The starting salary for this position is $20-$25/hour.

• Remote work environment.
• Part-Time Hours

Role Requirements: 

To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.

Location

This is a remote and US states based opportunity. We ask that you work in a location that is:

• Private, with secure (not public) internet and phone access
• Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
• Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space 

Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia.

What’s Next?

We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume.  We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above.   We look for our Wellthians to enhance and advance our company from their past experiences.  Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for.  We hope that you’re encouraged and even excited by that to get started with our process. 

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law.

For information about our Applicant Privacy, please review here: https://app.getguru.com/card/iRgBL8yT/Applicant-Privacy-Policy

For those who require reasonable accommodations, please let us know on your application or email us at [email protected].