HLTH is a rapidly growing health tech company recognized as one of the fastest-growing brands in 2026 within the Shopify ecosystem. We are dedicated to making health monitoring effortless and accessible through our innovative devices and app, designed for individuals who prioritize longevity, balance, and proactive healthcare. As a Member Success Specialist, you will be the primary point of contact for our members, providing exceptional support across email, live chat, and social channels. Your role involves resolving issues, answering product questions, and ensuring every member feels genuinely supported. You will also serve as an advocate for members by identifying recurring challenges and contributing insights to improve our products and services. This position requires commitment to a fixed weekly shift, which may include evenings or weekends depending on your location.
Key Responsibilities
- Deliver high-quality support via phone, email, live chat, and social media, addressing member inquiries promptly and with warmth.
- Manage conversations from initial contact through to resolution, including handling complex or sensitive cases.
- Assist with order-related questions, shipping, cancellations, returns, and refunds in accordance with company policies.
- Provide product guidance and basic troubleshooting for devices using approved materials while maintaining compliance.
- Advocate for members by identifying recurring issues, bugs, and friction points, and sharing actionable feedback with internal teams.
- Collaborate with cross-functional teams to resolve problems effectively and ensure member satisfaction.
- Maintain clear and accurate documentation of all interactions following quality standards.
- Consistently meet or exceed goals related to quality, customer satisfaction, and response times.
- Remain reliably available and responsive during assigned shifts and contribute positively as a team member.
Required Qualifications
- Minimum of 2 years’ experience in a customer-facing role across any communication channel.
- Excellent written English skills that are clear, warm, and easy to understand.
- Ability to quickly learn new software and support tools.
- Empathetic yet efficient communication style, capable of calming anxious members without excessive apologies while maintaining progress.
- Strong problem-solving skills, attention to detail, and the ability to discern member needs effectively.
- Dependability in working fixed shifts within your assigned timezone and composure under pressure in a fast-paced startup environment.
- Positive attitude, high energy, ownership mindset, and genuine care for members.
- Experience with AI-connected help desk platforms such as Gorgias, Zendesk, Commslayer, or Intercom.
Preferred Qualifications and Benefits
- Background in IT, hardware, wearables, or health technology is a plus but not mandatory.
- Competitive monthly salary ranging from KES 103,000 to 155,000, commensurate with experience, skills, and qualifications.
- Performance-based bonuses and fully remote work flexibility.
- Direct access to experienced founders and leadership.
- Unlimited paid time off with a minimum of 10 days for rest and recharge.
- Educational stipends for learning and coaching opportunities.
- Access to cutting-edge AI technology, free company devices, and app usage.
- Unique perks such as daily scheduled nap time to support well-being.
We encourage applicants who may not meet every qualification to apply, as we value diverse backgrounds and are committed to developing talent through coaching. Our hiring process includes an application and portfolio review, a screening interview, interviews with the founders, followed by a team interview and offer. We aim to fill this position within 8-14 days, so prompt applications are encouraged.
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