About WellTheory

WellTheory is a digital health company helping people with autoimmune conditions take control of their health through personalized care, nutrition guidance, and ongoing coaching. We're a team of 60+ passionate people who care deeply about helping our members reduce symptoms, feel better, and live fuller lives — while helping employers and payors reduce their spend.

About the Role

WellTheory is hiring a Member Support Specialist to be the front-line voice for our members. Our members are navigating chronic autoimmune conditions — many of them have spent years feeling unheard by the healthcare system, and the way we show up for them on their first email, their first billing question, or their first tech issue sets the tone for their entire experience with WellTheory.

You'll answer member questions across email, live chat, and phone — covering eligibility, enrollment, billing, program logistics, and technical troubleshooting — and make sure the members whose employers and health plans have chosen WellTheory can actually get the care they signed up for. You'll also be the voice of the member inside WellTheory, escalating patterns to Care, Product, Implementation, and Leadership so we get better every week.

This is a remote, hourly role based in the U.S. You will be working U.S. business hours with some flexibility required for evenings, weekends, or holidays depending on member volume and enrollment cycles.

What You'll Do

• Respond to member questions across email, live chat, and outbound phone — covering eligibility, enrollment, billing, program logistics, and technical troubleshooting

• Meet team goals for response time, first-touch resolution, quality assurance, and member satisfaction (CSAT)

• Own the member's issue end-to-end — including looping in Care, Implementation, Engineering, or Client Success when a resolution needs their expertise, and following up until it's closed

• Surface patterns you see in member conversations to the rest of WellTheory, so recurring issues get fixed at the root and the voice of the member reaches every team

• Handle sensitive member information in accordance with HIPAA and WellTheory's privacy and security policies

• Contribute to macros, help center content, and internal support playbooks so the whole team gets sharper every quarter

• Partner with Implementation and Client Success during launches and open enrollment cycles when member volume spikes

• Use AI tools to draft responses, summarize threads, and pull context faster — freeing up your time for the conversations that need a real human on the other end