TailorCare

Customer Support

• Handle inbound member interactions across chat, phone, and email
• Resolve password resets, app navigation, account questions, and basic technical issues
• Demonstrate empathy and patience with frustrated, confused, or anxious members
• Confirm member satisfaction before closing tickets and maintain high CSAT scores
• Navigate the Member Dashboard for account details, enrollment status, and communication history
• Create, categorize, close, and document tickets in ZenDesk according to SOP standards
• Manage inbound calls using RingCentral and escalate appropriately
• Adhere to HIPAA guidelines in member data handling and documentation
• Respond to tickets within SLA-defined timeframes
• Document all member interactions in ZenDesk accurately and in real time
• Prioritize queues and address urgent or sensitive situations appropriately
• Use ZenDesk macros and templates for routine inquiries
• Flag volume spikes or workflow barriers to the Lead or Manager
• Participate in 1:1s and team meetings
• Receive and apply feedback
• Adapt to new tools, processes, and priorities
• Support teammates during high-volume periods and contribute to team culture

Explore Member Support Specialist at TailorCare. Review requirements and application details.

Open roles

Member Support Specialist