Member Support Coordinator

About Us 

Marigold Health is a mission-driven organization providing app-based peer recovery support to empower individuals on their wellness journey. Our team is dedicated to fostering a safe, inclusive, and supportive community for our members. 

We are seeking a Member Support Coordinator to join our team. In this position, you will serve a vital role in ensuring members and staff have the support they need to navigate our platform and maintain a positive community experience. 

Role Overview 

The Member Support Coordinator will primarily handle member inquiries asynchronously, but also by phone, SMS and email. They will also provide Tier 1 IT troubleshooting, manage community feedback and standards enforcement within our app chats and forums, and support the enrollment team with back-office tasks as needed. The ideal candidate is empathetic, detail-oriented, and comfortable balancing multiple responsibilities in a fast-paced environment. 

• Member Support 
• Respond to member inquiries via in-app chat, text, email and phone, providing timely and accurate information about Marigold or member specific requests 
• Assist members with app navigation, account management, and general questions about services. 
• Escalate complex member concerns to appropriate teams when necessary. 
• Tier 1 Product Troubleshooting 
• Provide basic technical support to members and staff, including troubleshooting login issues, app functionality, and connectivity problems. 
• Document and escalate unresolved technical issues to the IT team. 
• Community Feedback and Standards Management 
• Monitor and respond to community feedback, ensuring member concerns and suggestions are documented. 
• Assist in identifying and managing violations of community standards, including investigating incidents and applying appropriate resolutions. 
• Enrollment Support 
• Occasionally assist the enrollment team with back-office tasks, such as data entry, eligibility verification, submitting authorizations for insurance and follow-up communications. 
• Ensure enrollment processes are completed accurately and in a timely manner. 
• Collaboration and Documentation 
• Maintain detailed records of member interactions, IT troubleshooting, and community management activities. 
• Collaborate with cross-functional teams to improve processes and enhance the member experience. 

• High school diploma or equivalent; associate or bachelor’s degree preferred. 
• 3-5 years of experience in customer support, IT support, or a related role 
• Excellent written and verbal communication skills. 
• Basic technical troubleshooting skills for mobile apps and web platforms. 
• Strong organizational skills and attention to detail. 
• Ability to handle sensitive situations with empathy and professionalism. 

• Experience in behavioral health, peer support, or healthcare settings. 
• Familiarity with community management or moderating online platforms. 
• Proficiency in using support tools such as Zendesk, or similar systems. 

• Empathy: Demonstrates understanding and compassion when interacting with members. 
• Problem-Solving: Quickly identifies issues and determines effective solutions. 
• Adaptability: Thrives in a dynamic environment with shifting priorities. 
• Collaboration: Works well with team members across departments. 
• Attention to Detail: Ensures accuracy in documentation and task execution. 

• This is a full-time, non-exempt hourly role
• You will report to Claire; Director of Organizational Effectiveness
• There are two shifts available for this role - 7:00AM - 3:30PM ET or 10:00AM - 6:30PM ET
• Equity 
• Accrual of 20 days of PTO 
• 9 days of sick time 
• 8 paid company holidays and 2 floating holidays 
• Company-paid health insurance premiums and 65% coverage of premiums for any dependents 
• Dependent care and healthcare FSAs
• Access to a 401k
• Quarterly wellness stipend of $250

More About Marigold Health  

Marigold Health is an early-stage, rapidly growing startup providing services for a range of community-based mental health and substance use treatment providers as well as for managed care organizations.  We collaborate with eminent investigators at Brown University and Johns Hopkins and have been publicly recognized by the National Institute on Drug Abuse (NIDA) and the American Psychiatric Association.     

Our core values are authenticity, candor, and ambition.     

 Regular travel to partner clinics is a significant part of this role. Staff traveling to partner clinics will also need to abide by policies at these facilities.  

Inclusion is at the core of what we do. We’re working to bring care to the most underserved and stigmatized patients. We actively welcome applicants from a wealth of different backgrounds (including but not limited to race, gender, educational background, and sexual orientation). We must have diversity on our team and in our mindsets to be successful in moving the needle on the deeply entrenched and systematic challenges we face.     

Marigold Health is an equal opportunity employer.