Member Operations and Investigations Specialist

What you’ll be doing

• Investigate and resolve escalations — triage member-facing issues, clinical team tool issues, and cross-platform bugs; gather evidence; identify root cause; and drive resolution with engineering and product.
• Identify systemic issues — spot patterns across escalation volume, aggregate similar reports in real time, and flag emerging bugs to technical partners before they scale.
• Own designated functional areas — serve as the sole owner of assigned topic areas, managing POC relationships, keeping related Help Center articles accurate and up to date with upcoming releases, and tracking related issues efficiently.
• Maintain and optimize Help Center content — create, update, and peer-review articles and macros to meet AI CC optimization standards, ensuring Mary (our AI Care Coordinator) can resolve tickets end-to-end with accuracy.
• Build and improve processes — write and maintain SOPs and work instructions for investigation workflows and escalation paths; fix broken processes at the root rather than working around them.

What you need to have

• 2–4 years of experience in operations, customer support, trust & safety, technical support, or a related function — with meaningful exposure to bug tracking, escalations, or process documentation.
• Investigative mindset — you're comfortable digging into ambiguous problems, pulling together evidence from multiple sources, and not closing a ticket until you've understood why something broke, not just that it did.
• Strong written communication — you write clearly and precisely. Whether it's a Help Center article, a Jira ticket, or a Slack update to an engineering partner, your writing is structured, specific, and actionable.
• Process ownership — you don't just follow SOPs, you improve them. You identify when a process creates friction and take initiative to fix it at the root.
• Comfort with ambiguity and change — this team operates in a fast-moving environment. Product launches, org changes, and evolving tooling are the norm. You adapt quickly and keep quality steady regardless.