The Opportunity
Every 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. If you thrive in a fast-paced, mission-driven environment and love turning someone's frustration into relief, we'd love to hear from you.
What You'll Accomplish
In 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 Are
Solution-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 Qualifications
Available to work a variable schedule within our hours of operation (4:00 AM – 8:00 PM PST), including evenings, weekends, and holidays as required
At least 1 year of experience in a call center or customer-facing role
Excellent member-facing communication skills (spoken and written) with strong interpersonal and soft skills
Demonstrated ability to manage multiple processes and workflows simultaneously
Preferred Qualifications
At least 6 months of experience with technical support
Bachelor's degree or equivalent experience
Experience working in a remote environment
Experience in healthcare or tech, preferably in fast-paced environments
Familiarity with HIPAA regulations
Experience with Zoom Contact Center and Freshdesk, or similar call and ticketing systems
Experience working with AI tools
About Hinge Health
At 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.Learn more athttp://www.hingehealth.com
What You'll Love About Us
Inclusive 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 development
Culture & Engagement
Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.
By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.
Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com.
