Member Success Specialist

HLTH is a rapidly growing health technology 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. Our approach focuses on continuous, personalized health insights rather than reactive care. We operate in a fast-paced, ambitious environment that demands high standards, ownership, and commitment, offering significant opportunities for learning and career growth.

Key Responsibilities
- Provide exceptional support to members via phone, email, live chat, and social media, ensuring issues are resolved promptly and with empathy.
- Manage each member interaction from initial contact through to resolution, including complex and sensitive cases.
- Address inquiries related to orders, shipping, cancellations, returns, and refunds in accordance with company policies.
- Respond to product questions and assist members with basic troubleshooting of their devices.
- Educate members on device usage using approved materials while maintaining compliance standards.
- Advocate for members by identifying recurring problems, bugs, and friction points, and communicate these insights to influence product and process improvements.
- Collaborate with cross-functional teams to find effective solutions for member concerns.
- Maintain accurate and detailed documentation for every case, adhering to quality standards.
- Consistently meet or exceed goals related to quality, customer satisfaction, and response times.
- Maintain reliable availability and responsiveness during assigned shifts, which may include evenings or weekends depending on coverage needs.

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 and efficient communication style, capable of calming anxious members without excessive apologies while keeping interactions productive.
- Strong problem-solving skills with keen attention to detail and the ability to discern members’ true needs.
- Dependability to work fixed shifts in the assigned timezone and remain composed under pressure in a fast-moving startup environment.
- Positive attitude, high energy, and a strong sense of ownership with genuine care for member experience.
- Experience with AI-powered 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 required.
- Competitive monthly salary ranging from KES 103,000 to 155,000, depending on experience and qualifications.
- Performance-based bonuses and fully remote work flexibility.
- Direct access to experienced company founders and leadership.
- Unlimited paid time off with a minimum of 10 days to recharge.
- Educational stipend for learning and coaching opportunities.
- Access to cutting-edge AI technology and free company devices with app access.
- Unique workplace perks including scheduled daily nap time to boost productivity and well-being.

Our hiring process includes an application and portfolio review, a screening interview, an interview with the founders, followed by a team interview and offer. We aim to fill this position within 8 to 14 days, so prompt applications are encouraged.

At HLTH, we value diversity and encourage candidates who may not meet every qualification to apply. We believe skills can be developed with the right support and coaching. If you are ready to be challenged and grow in a dynamic environment, we invite you to join our team.