Systems Support Specialist

Why Wellthy is for you! At Wellthy , we dream of a world where everyone has the care infrastructure they need to manage their own health and the health and well-being of their loved ones. We’re building something new in the care space - reimagining how care is delivered, accessed, and supported by families around the globe. As we grow, we’re seeking collaborative, curious, and purpose-driven teammates to help us expand what’s possible. Our work is grounded in the expertise of seasoned care professionals who deeply understand families’ real challenges paired with agile, tech-powered solutions that deliver support efficiently and at scale. We embrace a mindset of continuous learning, especially around emerging technologies. Tools like AI and other innovations are accelerators, enabling us to scale our impact, work smarter, and stay at the forefront of care delivery. Through Wellthy, millions of families have access to support to help them manage care during every stage of life, with hands-on experts guiding families through caregiving or backup care journeys. And with the acquisition of Patch Caregiving, Wellthy continues to expand how care shows up for working families by pairing care navigation and coordination with on-site and near-site employer-based childcare. This combination allows us to support families not just in navigating care decisions, but in accessing real, hands-on help when and where they need it most. Together, we’re building a more connected, comprehensive care experience for families and caregivers alike. We partner with leading companies including more than 40 Fortune 500 companies to support the care needs of their workforces globally. We also work alongside health plans and carriers to embed care support into their offerings, enhancing the experience and outcomes for members. We’re building, evolving, and expanding the market category for care, and we’re looking for responsive, collaborative, curious, and purposeful colleagues to join us. As our Part-Time Backup Care Support Specialist , your primary responsibility is to deliver a delightful, responsive experience to Wellthy members navigating Back Up Care (BUC) — from booking a care event to resolving questions about reimbursement, providers, and platform issues. You are the first line of support for BUC-related inquiries across email, phone, live chat, and Intercom, and you're equipped with the access, knowledge, and tools to resolve most member and caregiver questions directly. You are not responsible for care sourcing or coordination — that work belongs to our Back Up Care Specialists. Your role is to triage, inform, and resolve what you can using available systems and knowledge resources, and to escalate promptly and clearly to a BUC Specialist when a situation requires active care sourcing, provider negotiation, or specialist judgment (e.g., urgent same-day dispatch, complex policy edge cases, or unresolved caregiver network issues). Your success will be measured by first-contact resolution rate, response time, member and caregiver satisfaction, and the quality and appropriateness of your escalations. You'll also help surface recurring pain points — reimbursement delays, platform bugs, policy confusion — back to leadership so we can fix root causes, not just symptoms.. You will report directly to the Backup Care Manager. To be successful in this role: Payments & Reimbursement: Own front-line resolution of reimbursement status, denial, and payment-timing questions for both members and caregivers. Care Coordination & Urgent Needs: Triage general BUC status and care event questions; immediately escalate urgent same-day/next-day needs and caregiver no-shows to the on-call BUC Specialist. Platform, Account & Policy Support: Resolve day-usage/wallet/account platform issues and confidently answer common policy and taxability questions using available knowledge tools. Provider Network & Escalations: Provide provider vetting status updates, de-escalate quality/fit complaints, and escalate anything requiring sourcing, coordination, or specialist judgment to a BUC Specialist. Tagging & Handoffs: Maintain clean Intercom tagging and clear internal notes so escalations to BUC Specialists are fast and well-documented. Experience with front-line customer/member support, ideally in healthcare, caregiving, or benefits administration Experience supporting or working knowledge of employee benefit programs and familiar with navigating program details like day usage rules, reimbursement process, eligibility checks, and provider network basics Ability to distinguish between issues resolvable with available access/tools and those requiring escalation, and to make that judgment call quickly Strong real-time problem-solving skills with the ability to meet SLAs, especially for urgent/same-day care situations Familiarity with Intercom, Zendesk, or similar support/ticketing platforms Strong communication and empathy skills, particularly for de-escalating frustrated members and caregivers Comfort navigating policy nuance and referencing edge-case decision trees or knowledge base tools rather than guessing Technical competency and curiosity about how AI and other tools can support faster, more accurate resolution Contribute to monthly analytical reviews of BUC-related member support volume, resolution rate, and escalation patterns Participate in regular syncs with the BUC team to review recurring issues, policy changes, and platform updates Surface patterns in member/caregiver issues (e.g., recurring platform bugs, confusing policy areas) to inform process or product fixes Qualifications To be successful in this role, you’ll need to be open to learning, experimenting, and evolving. Comfort with emerging technology and curiosity around how tools like AI can support your workflow or help families more effectively is a plus. 1-3 years in front-line member support, customer service, or administrative experience Work experience in healthcare, caregiving, benefits administration, or a related field preferred Associate degree or equivalent required Remote work experience Proficiency with macOS systems, GSuite, Slack, Zoom, 1Password, and Intercom Comfort with emerging technology and curiosity about how AI tools can support faster, more accurate member resolution Total Rewards Package The starting salary for this position is $19-$22/hour. Remote work environment. Medical, dental and vision benefits within 30 days of hire. Retirement saving account with matching company contributions. Mental health benefits. 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days). Sick and Caregiving Days. Professional development initiatives for growth. Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave. Role Requirements: To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment. Location This is a remote and US states based opportunity. We ask that you work in a location that is: Private, with secure (not public) internet and phone access Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia. What’s Next? We encourage you to apply for this position by clicking the apply here button on job posting and attaching your resume. We understand that there is no “perfect” candidate and never expect every candidate to meet 100% of the qualifications listed above. We look for our Wellthians to enhance and advance our company from their past experiences. Our diverse backgrounds and perspectives are what make Wellthy a fantastic company to work for. We hope that you’re encouraged and even excited by that to get started with our process. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability protected veteran status, or any other characteristics protected by law. For information about our Applicant Privacy, please review here: For those who require reasonable accommodations, please let us know on your application or email us at View email address on click.appcast.io.