Member Success Specialist

Type: Full-time

Location:
Remote About HLTH HLTH is one of the fastest growing brands of 2026, reaching the top 3% in growth of all stores in the Shopify ecosystem and we’re just getting started (literally). At HLTH we believe understanding your health should be effortless. Our devices and app turn health monitoring into clear insights anyone can act on. We build for people who care about longevity, balance, and a healthier future — because healthcare shouldn't be reactive. It should be proactive, continuous, and deeply personal. Before You Apply HLTH is an intense environment: we’re demanding and ambitious, which means we ask a lot of ourselves and one another. This means fantastic learning, achievements, and career growth, but it also requires a significant commitment. We move fast, standards are high, and ownership is real. This is not a coast job. If you want to be challenged, stretched, and pushed harder than ever before, we invite you to apply. The Role As a Member Success Specialist, you're who our members reach when they need help — across email, live chat, and social. You'll own their conversations end to end: solving problems, answering product questions, and making sure every member walks away feeling genuinely taken care of. You'll also be a voice for our members inside the company, flagging what's working and what needs to change. It's a role for someone who's equal parts problem-solver and people person, and who takes real pride in a hard case handled well. Must be able to work a set weekly shift, which may include some evenings or weekends depending on coverage. Current available shifts determined based on location of applicant. What You’ll Do
• Deliver high-quality support across phone, email, live chat, and social, resolving member issues quickly and warmly.
• Own each conversation from first message to resolution, including the complex and sensitive ones.
• Handle order, shipping, and delivery questions, plus cancellations, returns, and refunds within policy.
• Answer product questions and guide members through basic device troubleshooting.
• Help members understand their device using our approved materials while remaining compliant.
• Be a strong advocate for our members: surface recurring issues, bugs, and friction, and share insights that shape our products, processes, and policies.
• Partner with other teams to solve problems and land on the right resolution.
• Keep clear, accurate documentation of every case in line with our quality standards.
• Meet or exceed your quality, customer-satisfaction, and response-time goals.
• Stay reliably available and responsive during your shift, and be a great teammate throughout. What You’ll Bring
• 2+ years in a customer-facing role (any channel).
• Excellent written English, clear, warm, and easy to read.
• A fast learner who's comfortable picking up new software and support tools.
• Empathetic but efficient — you can calm an anxious member without over-apologizing, and keep things moving.
• A strong problem-solver with sharp attention to detail and a good ear for what a member really needs.
• Reliable on a fixed shift in your assigned timezone, and calm under pressure in a fast-paced startup.
• A positive, high-energy teammate who takes ownership and genuinely cares about members.
• Experience with AI-connected help desks (Gorgias, Zendesk, Commslayer, Intercom, etc.)
• Bonus if you have a background in IT. hardware, wearables, or health tech, but not required. Don’t fit every checkbox? We encourage you to apply anyway. We’re committed to building a diverse team and recognize that skills can be developed in many different ways with the right coaching. Compensation
• Pay Range: KES103-155k/mo based on experience
• Exact compensation will depend on a number of factors, which may include the successful candidate's skills, level, years of experience, technical expertise, and other qualifications. Not all candidates will be eligible for the upper end of the salary range. What’s In It For You
• Competitive Pay
• Performance based bonuses
• Fully remote working flexibility
• Direct access to experienced founders
• Unlimited PTO (10-day minimum to recharge)
• Educational learning & coaching stipend
• Access to cutting-edge AI technology
• Free company devices and app access
• And most importantly daily scheduled nap time Our Hiring Process
• Application and portfolio review
• Screening Interview
• Interview with the founders
• Team Interview and offer We aim to hire for this position in the next 8-14 days so apply quickly.