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Arlo is rebuilding health insurance for small businesses from first principles, focusing on directing premium dollars toward actual care rather than administrative overhead. The company uses AI across underwriting, operations, clinical programs, and member experience to build a more efficient insurer. Arlo is already operating at meaningful scale with hundreds of millions in premiums, tens of thousands of members, and backing from Upfront Ventures, 8VC, and General Catalyst.
As a Member Advocate, you will be the first point of contact for members, responding to questions and concerns with empathy and professionalism across text, email, and live messaging. You will take ownership of each interaction, helping members navigate their health insurance, benefits, and claims from start to finish. You will work closely with teams across Sales, Product, Operations, and Engineering to continuously improve the member experience.
Key responsibilities include:
- Delivering fast, thoughtful chat-based support that builds trust and confidence
- Taking ownership of problems, driving them to resolution, and following through with clear communication
- Working with internal teams to surface insights and improve systems and workflows
- Identifying patterns, inefficiencies, or recurring questions and contributing to better tools, resources, and documentation
You thrive on solving problems for others, communicate clearly and kindly, and enjoy working across teams to create a better experience for everyone.
REQUIREMENTS:
- 1–3 years of customer service experience in a health plan/health insurance environment
- Strong written and verbal communication skills, with the ability to explain complex topics quickly, clearly, and empathetically
- Comfort using multiple channels and tools (e.g., CRM systems, chat platforms, text, and email support)
- Detail-oriented and organized, with strong follow-through and problem-solving skills
- Ability to manage multiple tasks in a fast-paced environment while maintaining a positive member experience
- Passion for helping people and improving the healthcare experience
- Availability to work an 8-hour shift within 8:30 AM – 6:00 PM Eastern Time, with preference given to candidates in Eastern or Central time zones
Nice to have: Experience in care management or clinical care coordination.
