Inflection Member Support Specialist Remote · Full time Company website

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Inflection builds educational video courses for life's most challenging moments. Our products (FertilityIQ, MenopauseIQ, SensitivityIQ, DivorceIQ, ElderCareIQ, and End of LifeIQ) are licensed by a blue-chip list of Fortune 500 employers and our product is localized in 70+ countries. We have superb client retention, which is a reflection of our offering. www.inflectioniq.com

The Role

Member Support is the human heart of Inflection's member experience. Through one-on-one video sessions, you'll guide members navigating infertility, menopause, divorce, elder care, and other major life transitions to areas of our product that can help them. Your role is to listen to where people are, connect them to the right resources, and help them feel less alone in the process they’re going through.

The best fit for this role is part empathetic listener and part trusted guide. You don't need to be a subject matter expert in every topic, but you need to know the landscape well enough to point people in the right direction and then step back and let the experts in our courses do the rest. 

What You'll Do

• Develop deep familiarity with Inflection's courses and content so you can confidently connect members to what's most relevant for their situation
• Conduct one-on-one virtual sessions with members - listening to where they are in their journey, understanding what they're hoping to learn, and tailoring your guidance accordingly
• Send detailed, personalized follow-up emails after every session summarizing resources and next steps
• Respond to member inquiries via email with accurate information and a timely turnaround
• Hold boundaries gracefully by redirecting medical, legal, or financial questions in a way that leaves the member feeling supported 
• Be the voice of the member internally - surfacing patterns, flagging issues, and sharing what you're hearing directly from the people you serve
• Handle the operational side reliably - confirm member access before each session, maintain the support calendar, and keep doctor and clinic information and reviews on our platform accurate and up to date

What You Bring

• Genuine empathy - members come to you in vulnerable moments, and your ability to make someone feel heard in the first few minutes of a conversation is as important as anything else you bring
• Strong written communication skills - your follow-up emails are often the lasting impression you leave, and they need to be warm, clear, and specific
• Sharp attention to detail - you verify what resources a member's company has access to, and show up to every session prepared for that specific person, not a generic conversation
• The ability to hold boundaries gracefully -  you can redirect a medical, legal, or financial question without making the member feel dismissed
• Comfort with not having all the answers - you're okay saying "I'll find out" and following up
• A collaborative instinct - you escalate, ask questions, and loop in your team rather than going it alone when a situation calls for it
• Discretion - member privacy is non-negotiable, and you protect it without needing to be reminded