What are the responsibilities and job description for the Member Experience Specialist position at Extend My Team?
We're seeking an experienced Member Experience Specialist to join a fast-growing health technology company. In this role, you'll independently own customer support 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.
- Own customer support queues end to end, independently investigating and resolving issues via email, chat, and phone rather than escalating them.
- Develop deep product expertise, partnering closely with Operations, Engineering, and Product 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.
- Comfortable operating with significant ambiguity in a fast-changing environment.
- Bachelor's degree, or equivalent tier 2/3 health tech support experience.
- Ability and willingness to work a hybrid schedule in Tampa, FL, 3 days onsite and 2 days remote per week following an initial training period.
- 3 to 7 years of experience in a support, operations, or similar role, with a track record of resolving complex cases independently.
Preferred Experience
- Experience in health insurance, benefits, health technology, or fintech operations.
- Track record of building self-service resources or documentation that reduced support volume.
- Experience leading a measurable improvement initiative (CSAT, resolution time, SLA compliance).
- History of excelling at a high standard in a fast-paced, high-growth environment.
Salary : $85,000 - $105,000