Member Support Representative

Title: Member Support Representative Tier 2 (Part-Time)

Remote (US)

Support 

Part-Time 

Job Description:

About us:

Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs.

Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money.

Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases. 

At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment:

 Customer First - You start with the member and work backwards.

 Make It Happen - You act with urgency, use data, and hold high standards.

 One Team - You collaborate with respect and commit as a group.

Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.

About the role:

As a Member Support Representative Tier 2, you will be responsible for providing live support for incoming calls directly from our members as they seek guidance with understanding our services, their eligibility, and their benefits. In addition to handling core member inquiries, Tier 2 representatives handle elevated technical troubleshooting, liaise directly with providers, and support operational projects. As part of our team, you will demonstrate a strong sense of urgency toward finding resolutions and maintain a high standard of personal accountability when handling sensitive and protected information.

This is a part-time position requiring approximately 30 hours per week. This position will offer time off and is not eligible for health insurance benefits. 

You will:

• Empathetically and patiently interact with members and providers as you take live inbound calls.
• Document interactions and ongoing resolutions to ensure seamless follow-up.
• Ensure member records are accurate and complete.
• Multitask using internal tools and resources to verify eligibility and coverage provider benefits while clearly communicating this information to the members during live calls
• Field questions about the purpose and importance of telenutrition.
• Match our members with the right dietitian and find appointment times that fit into their lives.
• Assist members with troubleshooting platform and account issues and provide basic technology troubleshooting help.
• Work with internal groups and external partners to address questions relating to food delivery and ordering groceries.
• Maintain a high level of personal accountability when handling sensitive and protected information.
• Collaborate with peers, leaders, and other internal groups to find accurate solutions to complex problems.

You are:

• A strong communicator, both orally and in writing, that can adjust your communication style and preferences to fit the situation.
• Able to manage multiple ongoing tasks without missing deadlines or cutoffs.
• Resilient, and capable of quickly adapting to changes in workflows and processes, and able to pivot seamlessly when new information is provided.
• Able to navigate knowledge bases and multiple systems simultaneously while staying engaged in communication on live calls.
• Experienced in solving complex problems that require critical thinking and resource navigation.
• Both independently motivated and team-minded, allowing you to manage your own time and tasks to hit your own goals while also supporting your peers and seeking help when needed.
• Detail oriented and committed to providing accurate and complete resolutions, and willing to take ownership and responsibility for maintaining these standards.
• Goal oriented and able to push yourself to meet both metric and quality goals.
• Comfortable with both giving and receiving feedback, both between you and leadership and in a peer-to-peer capacity.  

You have:

• Reliable high speed internet access with minimum speeds of roughly 100 Mbps download and 20 Mbps upload.
• Experience working in a support role, either in person or on live calls.
• The ability to communicate complex information concisely in writing. 
• Experience working with sensitive and protected information, including PII and PHI, and a basic understanding of HIPAA. 
• A completely private, secure, and quiet workspace.
• Availability to work 4-8 hour shifts ending at 8:30 PM PST Monday-Friday.

$20.68 - $24 an hour

Role: Member Support Representative - Part Time

Location: Remote, USA

Compensation: $20.68-24.00 per hour (up to 30 hours per week) + $4k annual commission plan ($1k/quarter)

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries at our headquarters in San Francisco, California. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.

About our benefits and perks:

 Remote-First Company

 Flexible & remote location

 Engaging, collaborative team

Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.