Member Care Operations Associate

📋 Description

• Support daily Member Care operations by investigating issues and analyzing data
• Evaluate AI voice and chat interactions for quality and provide feedback
• Test AI agent updates and member journeys, documenting outcomes
• Assist in building no-code AI agent journeys to improve quality
• Generate reports, identify trends, and summarize operational findings
• Maintain SOPs and knowledge base articles, troubleshoot system issues

🎯 Requirements

• 2+ years in customer service, support, or related field
• 1+ year technical experience with troubleshooting or technical tools
• Proficiency with Zendesk Support and Zendesk Explore
• Proficiency with Google Sheets for reporting and data analysis
• Experience using AI tools to automate or improve workflows
• Strong process documentation and project management skills

🎁 Benefits

• Remote-first flexibility from any US state
• Generous PTO including paid holidays and wellness days
• Medical, dental, and vision coverage
• Company-funded disability and life insurance
• Headspace membership and therapy access
• Parental leave and professional development opportunities