Member Support Specialist

TailorCare

. Handle inbound member interactions across chat, phone, and email .

Posted 11/3/2026full-timeRemote • Tennessee • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on member satisfaction, effective communication, and adherence to HIPAA guidelines. Proficient in managing ticketing systems and adapting to new tools and processes.

Highest-signal resume keywords

Customer Support ExperienceZenDesk ProficiencyHIPAA ComplianceExcellent Communication SkillsAttention To Detail

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket ManagementAccount NavigationTechnical Issue ResolutionSOP DocumentationTime Management

Soft Skills

EmpathySolutions-Oriented MindsetPatienceTeam CollaborationAdaptability

Tools & Technologies

ZenDeskRingCentralCRM Platforms

Industry Keywords

Member ServicesCustomer InteractionCSAT ScoresSLA ComplianceDocumentation Standards

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Remote-first work environment with options for a hybrid work model in Nashville
Generous paid time off (PTO) and holiday plans
Paid parental leave
Medical, dental, vision, life, and disability insurance from Day 1
Wellness resources
Employer HSA contribution
401k plan with employer matching
Flexible and autonomous work-life balance
Inclusive team environment and community