About the role
About Fay At Fay, our mission is to make nutrition a foundational pillar of preventative care, improving outcomes, accessibility, and affordability at scale. We're building AI-powered infrastructure to transform preventative healthcare. Think that's bold? We're just getting started. Today, Fay is a three-sided marketplace connecting providers, patients, and payers to revolutionize preventative care delivery. Our b2b2c business-in-a-box solution empowers dietitians to deliver high-quality, affordable nutrition care, helps patients take control of their health, and enables payers to build healthier member populations. Nutrition is our starting point, not the finish line. The platform we're building will expand into new areas of preventative health and wellness as we grow. We're proud to be one of the fastest-growing companies in healthtech, backed by category-defining investors like General Catalyst, Forerunner, 1984, and Goldman Sachs. Ready to leverage AI-driven technology to transform preventative care and make a real-world impact on health? Let's talk. About this Role We're hiring a Member Support Specialist to support Fay members — the patients at the heart of our platform — and ensure they can access and navigate their care with confidence. This role sits at the center of the member experience. A core part of your day-to-day will be helping members with billing questions, insurance and coverage inquiries, appointment support, and general platform navigation. You will serve as a trusted point of contact for members across the full arc of their care journey — from understanding their
benefits before their first appointment to resolving billing questions after a session. You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams. You will partner closely with Member Operations, Provider Operations, and Product to ensure issues are resolved effectively and do not recur. Beyond day-to-day support, you will work with Member Operations and Product to improve the systems behind the scenes and strengthen the overall member experience. This includes contributing to more scalable support workflows, improving documentation, and identifying opportunities for automation over time. What You'll Be Doing Serve as a primary point of contact for members, responding to questions and resolving issues across billing, insurance coverage, session scheduling, and other core workflows Own support tickets end-to-end, ensuring fast, accurate, and empathetic responses Help members understand their insurance