Field Support Representative (Customer Success) - Ohio

Role overview A field-based Member Care role supporting members of a health insurance plan across Ohio. The position blends on-site client visits with traditional call, chat, and email support, partnering closely with Account Management, Claims, and Provider teams to help members navigate their benefits. Candidates must currently reside in the Columbus or Toledo, Ohio area.

Responsibilities - Travel to client sites across Ohio to support members in navigating their health plan benefits. - Provide in-person support during escalated situations and after enrollment milestones for group clients. - Help Account Management build positive relationships with key contacts and HR departments at client organizations. - Answer inbound calls, respond to web chats, and reply to member emails as part of standard member care duties. - Deliver timely, empathetic customer service and resolve issues on first contact whenever possible. - Maintain rapport with existing members to understand needs and create a memorable service experience.

Requirements - Residence in the Columbus or Toledo, Ohio area. - Reliable personal transportation and willingness to drive across Ohio to visit groups and members on-site, with travel expenses reimbursed. - Strong communication, reliability, and accountability; able to work independently in the field. - Real-time problem-solving skills and the ability to turn complaints into resolutions. - Empathy and relationship-building skills with a flexible, open schedule.

Nice to have - Bilingual language skills. - Prior healthcare or insurance industry experience.

Benefits and work setup - Competitive salary with an equity package (stated range $48,000–$53,000). - Comprehensive medical, dental, and vision benefits plus a 401(k) retirement plan. - Paid vacation and company holidays.