Member Support Specialist

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville. 

About the Role

The Member Support Specialist (S2) is TailorCare's frontline ambassador - often the first human touchpoint a member has within the RecoveryOne care modalities. This role delivers high-quality, empathetic support across chat, phone, and email channels, resolving member questions and technical issues related to the RecoveryOne platform. Success is defined by CSAT scores, SLA adherence, and the ability to leave every member feeling heard, supported, and confident in their care journey.

Key Responsibilities

Member Support & Satisfaction

• Handle inbound member interactions across all channels (chat, phone, email) with warmth, clarity, and professionalism.
• Resolve member pain points including password resets, app navigation, account questions, and basic technical issues, efficiently and completely.
• Demonstrate genuine empathy and patience with members who are frustrated, confused, or anxious.
• Confirm member satisfaction before closing tickets and maintain consistently high CSAT scores.

Technical Support & Tools

• Navigate the Member Dashboard to locate account details, enrollment status, and communication history.
• Use ZenDesk to create, categorize, close, and document tickets in accordance with SOP standards.
• Manage inbound calls professionally using RingCentral, escalating appropriately when needed.
• Adhere to HIPAA guidelines in all member data handling and documentation.

SLA Adherence & Efficiency

• Respond to inbound member tickets within SLA-defined timeframes for each channel.
• Document all member interactions in ZenDesk accurately and in real time.
• Prioritize queue intelligently, addressing urgent or sensitive member situations appropriately.
• Use ZenDesk macros and templates to handle routine inquiries efficiently without sacrificing personalization.
• Flag volume spikes or workflow barriers to the Lead or Manager to support team-wide SLA health.

Culture & Participation

• Come prepared to 1:1s and team meetings with updates, questions, and observations.
• Receive feedback openly and apply it with genuine effort and follow-through.
• Adapt quickly to new tools, processes, and priorities as the team evolves.
• Support teammates during high-volume periods and contribute to a positive team culture.

Qualifications

• 1+ year of experience in customer support, member services, or a related frontline role.
• Excellent written and verbal communication skills with a warm, professional tone.
• Comfort with ZenDesk, RingCentral, or similar CRM and communication platforms.
• Familiarity with HIPAA guidelines or willingness to learn and comply rigorously.
• Strong attention to detail in documentation and ticket management.
• Genuine empathy and a solutions-oriented mindset.