Member Experience and Investigation Specialist
SwordRemote
Full Time
Posted March 24, 2026
Not Specified
Remote
Apply Now
Application opens on company website
Job Description
The Member Experience and Investigation Specialist is responsible for investigating platform bugs and escalations, resolving issues, and improving operational systems to support member care at scale, working closely with product, engineering, and clinical teams.
Key Responsibilities
- Investigate and resolve platform bugs and escalations
- Drive operational systems content, tooling, and process documentation
- Partner with product, engineering, and clinical teams to identify root causes and systemic gaps
- Ensure infrastructure supporting member care is accurate, efficient, and continuously improving
Requirements
- Experience in investigating and resolving platform bugs and escalations, with the ability to surface root causes and close systemic gaps.
- Ability to own and drive resolution of platform issues across multiple products including Move, Thrive, Bloom, Mind, Vision AI, and Strategic Ops.
- Experience in driving operational systems content, tooling, and process documentation to enable member support at scale.
- Partnering closely with product, engineering, and clinical teams to ensure infrastructure behind member care is accurate, efficient, and continuously improving.
- Strong problem-solving skills to surface root causes and systemic gaps related to platform issues and member escalations.
- Experience in translating operational patterns into actionable signals and building infrastructure to support AI and human Care Coordinators.
- Full-time employment status with the ability to work regularly 25 hours per week.
- Legal right to work in the United States; no immigration or work visa sponsorship will be provided.
Benefits & Perks
Comprehensive health, dental and vision insurance
Life and AD D Insurance
Financial advisory services
Supplemental Insurance Benefits (Accident, Hospital and Critical Illness)
Health Savings Account
Equity shares
Discretionary PTO plan
Parental leave
401(k) plan
Flexible working hours
Remote-first company
Paid company holidays
Free digital therapist for you and your family
Ready to Apply?
Join Sword and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Sword
Head of Commercial Strategy, Pulse
Sword
NEW
Remote
Full Time
9h
Head of Commercial Strategy, Bloom
Sword
NEW
Remote
Full Time
9h
Head of Commercial Strategy, Mind
Sword
NEW
Remote
Full Time
9h
More jobs in Remote
Senior Software Enginner (Rust)
Zartis
NEW
Remote
Full Time
9h
Senior Software Enginner (Rust)
Zartis
NEW
Remote
Full Time
9h
Proposal Writer
Samsara
NEW
Remote
Full Time
9h