Member Support Specialist

As a Member Support Specialist, you will be responsible for handling all patient requests through phone, chat, and email. The ideal candidate will have excellent customer communication skills, be able to troubleshoot and problem solve with little guidance and be genuinely invested in helping customers. This position will report directly to the Senior Support Manager.

The Day-to-Day

You will handle patient inquiries, troubleshoot technical issues, and ensure smooth usage of the software for our practices. This includes (but is not limited to):

• Respond to support inquiries via phone, email, and chat.
• Track member-related support issues and assist in trend analysis.
• Proactively engage with members and partners to ensure they are utilizing and renewing their membership.
• Effectively communicate with members to create a professional and memorable experience at every touch point of the brand.
• Adhere to all SLAs for phone, email, and chat.
• Process member applications adhering to SLA.
• Provide fantastic customer support to our members and partners ensuring a resolution is achieved for every contact.
• Assist in improving internal wiki and knowledge base documentation.
• Update reports and provide feedback based on data for management review.
• Aid in process improvement initiatives for the betterment of the department.
• Ensure compliance within all company and regulatory requirements set forth for support.
• Collaborate with cross functional teams to ensure practices and members support needs are being escalated and resolved as needed.
• Assist management in understanding process bottlenecks, inconsistencies, communication challenges, and provides recommendations for a better experience for our employees, members, and partners.
  
  

To Be Successful

Do these things sound like you? Yes? Good — you’re well on your way to being a successful Member Support Specialist with us!

• Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
• You have 1+ year in an operational or support-driven profession.
• You are process-oriented, curious, and have a desire to learn.
• You are organized, diligent, dependable, accountable & coachable.
• You can think creatively and find a solution when their previous experience doesn’t offer a direct pathway.
• You can follow directions but is also self-directed in moments where guidance isn’t provided – you can work with team members to move the ball forward without someone looking over their shoulder.
• You have a knowledge of ticketing and CRM tools.
• You are legally authorized to work permanently in the US without employer sponsorship

 

To Thrive

We’re an entrepreneurial, creative, and passionate group — and if these things sound like you, you won’t just fit in. You’ll thrive with us.

• Self-starter with the ability to “figure it out” but not afraid to ask questions.
• Comfortable with Zendesk and Salesforce.
• No stranger to playing hard and working harder while treating others with respect and dignity.

 

Our Advantage

If you’re asking yourself “what are the perks of working with us?” Don’t worry. We’ve got you covered.

• We are a Best Places to Work recipient — because we understand the meaning of work hard, play hard!
• You’ll get some skin in the game with employee equity.
• We stand behind and celebrate our core values.
• There’s transparent communication from the top down.
• You’ll have a collaborative, smart, and forward-thinking team to share ideas with.
• You’ll have a direct, meaningful impact as we scale.
• You’ll experience a culture filled with opportunities to connect in-person and virtually.
• We have a casual dress code.
• We offer hybrid and remote work schedules.
• And we’ve got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, time away — and more!

 

Our Commitment to You

Be yourself. Always.

We want you to apply even if you do not meet every requirement. We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees. It is what drives innovation, ignites creativity, and ultimately gives us a competitive advantage.

We want you to be you — because how boring would life be if we were all the same?

 

About Us

Create Membership Plans that Patients and Providers Love

As everyone knows, dental health is critical to overall health. Unfortunately, dental insurance is too complicated, too confusing, and too expensive for dentists and patients alike. As a result, 40% of US consumers do not have dental coverage, 50% of US consumers do not visit a dentist each year, and dentists continue to struggle with practice success while managing complicated insurance plans with low reimbursement fees, coverage limits and claims denials.

 

Company Overview

Our mission is to make professional oral care accessible to everyone with a membership model that patients and providers love. 

We are doing something about this. We connect dentists directly with patients to eliminate the inefficiency, cost, and hassle of workarounds. Using our cloud-based platform, dentists easily design, implement, and grow a successful membership plan with their own dental care plans, offering them directly to patients. The result is affordable, comprehensive dental coverage that works for dental practices and enables patients to get the professional oral care they need.

As the established leaders in the dental membership space, Kleer and Membersy support a combined footprint of over 20,000 dentists and millions of patients across all 50 states, and cover the entire spectrum of dental practices, from independent solo practices to the largest DSOs in the country. 

Kleer and Membersy came together in 2024 to provide an unmatched dental membership solution and experience. Leveraging their complementary strengths, industry expertise, and scale, Kleer and Membersy will create significant value for DSOs, independent dental practices, and their patients by expanding access to care for all uninsured and underinsured Americans, including more than 76 million adults without dental insurance.

Equal Opportunity Employer

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived  race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

Abilities required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be provided to enable people with disabilities to perform the described essential functions of the job.

While performing the responsibilities of the job, the employee is required to talk and listen. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, and reach with arms and hands. Vision abilities required by this job include close vision, including intensive computer usage.