Associate Member Support Specialist at Hinge Health

THE OPPORTUNITY Every day, millions of people live with joint and muscle pain that keeps them from doing what they love. As a Member Support Specialist, you'll be the front-line voice that guides current and prospective Hinge Health members through their care journey—answering questions about our program offerings, eligibility, enrollment, and billing so they can focus on getting better, not navigating logistics. Your work directly shapes the member experience and strengthens trust in a platform that is transforming musculoskeletal (MSK) care for over 20 million people. This is a remote, hourly role with a variable schedule based on business needs. Shifts fall within our hours of operation (4:00 AM – 8:00 PM PST) and may include evenings, weekends, and holidays. If you thrive in a fast-paced, mission-driven environment and love turning someone's frustration into relief, we'd love to hear from you. WHAT YOU'LL ACCOMPLISH - In your first 3 months: Ramp up to become an expert in all things Hinge Health—our products, common member challenges, and troubleshooting techniques—so you can resolve inquiries with confidence across email, phone, and chat. - In your first 6 months: Consistently deliver best-in-class support by providing timely, efficient, and empathetic resolutions that strengthen members' relationships with Hinge Health and contribute to team satisfaction and quality metrics. - In your first year: Serve as a reliable, independent contributor who ensures prompt, clear communication while conveying warmth and empathy—acting as a trusted resource for fellow team members and helping onboard new hires. WHO YOU ARE - Solution-Oriented: You don't just identify problems—you find answers. You use critical thinking and creative problem-solving to navigate multiple tools and systems simultaneously. - A Learn-It-All: You have a growth mindset and embrace continuous learning, whether it's a new product feature, a new workflow, or feedback from a peer. - Empathetic Communicator: You lead with warmth and clarity, making every member feel heard—whether the conversation happens over the phone, in a chat window, or via email. - Adaptable & Accountable: You're comfortable with change, can manage ambiguity, and can be counted on for excellent punctuality and follow-through in a remote setting. BASIC QUALIFICATIONS - Available to work a variable schedule within our hours of operation (4:00 AM – 8:00 PM PST), including evenings, weekends, and holidays as required - At least 1 year of experience in a call center or customer-facing role - Excellent member-facing communication skills (spoken and written) with strong interpersonal and soft skills - Demonstrated ability to manage multiple processes and workflows simultaneously PREFERRED QUALIFICATIONS - At least 6 months of experience with technical support - Bachelor's degree or equivalent experience - Experience working in a remote environment - Experience in healthcare or tech, preferably in fast-paced environments - Familiarity with HIPAA regulations - Experience with Zoom Contact Center and Freshdesk, or similar call and ticketing systems - Experience working with AI tools ABOUT HINGE HEALTH At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care. As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at [Upgrade to PRO to see link] WHAT YOU'LL LOVE ABOUT US - Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live. - Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match. - Modern life stipends: Manage your own learning and development CULTURE & ENGAGEMENT Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter. By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy. [Upgrade to PRO to see link] Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com [Upgrade to PRO to see link]" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to [Upgrade to PRO to see contact] [Upgrade to PRO to see link]