The OpportunityEvery 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.What You'll AccomplishIn 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 AreSolution-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 QualificationsAvailable to work a variable schedule within our hours of operation (4:00 AM – 8:00 PM PST), including evenings, weekends, and holidays as requiredAt least 1 year of experience in a call center or customer-facing roleExcellent member-facing communication skills (spoken and written) with strong interpersonal and soft skillsDemonstrated ability to manage multiple processes and workflows simultaneouslyPreferred QualificationsAt least 6 months of experience with technical supportBachelor's degree or equivalent experienceExperience working in a remote environmentExperience in healthcare or tech, preferably in fast-paced environmentsFamiliarity with HIPAA regulationsExperience with Zoom Contact Center and Freshdesk, or similar call and ticketing systemsExperience working with AI toolsAbout Hinge HealthAt 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.What You'll Love About UsInclusive 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 developmentCompensationTier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NC, NV, OR, PA — $18.75 – $28.13 per hour • Offers EquityTier 4: AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY — $16.96 – $25.44 per hour • Offers EquityThis position will have an hourly rate, plus equity and benefits. Please note the compensation range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, and competencies.
