Device setup and troubleshooting

- Guide new members through CGM application, smart scale Bluetooth pairing, watch and ring sync.
- Work through the in-app setup flow with members who get stuck patiently, step by step.
- Escalate hardware failures or persistent issues to the relevant vendor or internal team.
- Confirm device status for every new member at 48 hours post-enrollment.

Scheduling support

- Handle day-before call confirmations for all member calls.
- When a nutritionist or heart coach flags a member as unreachable, attempt contact via alternative channels (call, WhatsApp, email) before escalating to the care coordinator.
- Resolve calendar conflicts and reschedule when members can't make a booked slot.
- Coordinate blood test appointments scheduling, reminders, and ensuring results are uploaded to NorthStar.

Daily operational communication

- Send routine operational messages: shipment updates, welcome check-ins, reminder nudges, post-call follow-up messages.
- Route member queries to the right clinical contact — does not attempt to answer clinical questions.
- Flag any message that sounds like distress, clinical urgency, or dissatisfaction to the care coordinator immediately.

Logistics coordination

- Track all welcome kit shipments and proactively resolve delays.
- Coordinate with the logistics team on plan-specific kit configurations.
- Keep the shipment tracker current at all times.





Who We're Looking For

You are organised, warm on message, and genuinely enjoy making things run smoothly for people who are going through something difficult. You don't need to understand metabolic health deeply — but you do need to care that the member does.

You'll thrive here if you:

- Can hold 30–40 active members in your head and know who needs a nudge today.
- Write messages that feel human, not templated — especially to someone who is frustrated.
- Treat a member who can't get their CGM to work with patience, not a FAQ link.
- Are naturally proactive — you notice what needs doing before being asked.
- Are comfortable working across time zones with US members, and can shift communication register to feel natural to a US audience.
- Show up on video with energy, clarity, and a presence that puts anxious members at ease.

Education and experience:

- Bachelor's degree in any field.
- 1–3 years in a customer-facing or patient-facing operational role — healthcare, healthtech, or a high-accountability consumer service preferred.
- Familiarity with health apps, wearables, or consumer devices is a robust plus.
- Excellent spoken and written English — you will be messaging and calling US members daily.
- Comfortable on camera — video call presence matters as much as written communication in this role.

📌 Member Support Specialist (Mumbai)
🏢 Continuity 1
📍 Mumbai