SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Calibrate is a healthtech company redefining obesity care as a matter of biology, not willpower. The company combines clinical research, personalized coaching, and lifestyle intervention to deliver lasting weight loss and improved metabolic outcomes. Since launching direct-to-consumer in 2020, Calibrate has expanded into enterprise channels with an app-based experience supporting members through coaching, education, tracking, and community engagement across four pillars of metabolic health: food, sleep, exercise, and emotional wellbeing.
The Member Care Operations Associate will support the day-to-day operations of Calibrate's Member Care Team by identifying and resolving issues that affect the member experience through data analysis, quality audits, and cross-functional projects. Key responsibilities include:
• Monitor AI voice and chat agent performance using established QA guidelines, documenting errors and improvement opportunities
• Test AI agent updates and member journeys, recording results and reporting unexpected or undesired behavior
• Assist in no-code AI agent journey development to improve member experience
• Update SOPs and knowledge base articles based on approved process changes
• Identify and propose improvements to broken workflows, inefficiencies, unclear instructions, or gaps in member experience
• Learn new systems, troubleshoot routine issues, and work across tools including Zendesk (Support and Explore), Looker, AI platforms, Slack, and Google Workspace
• Support Zendesk queue and call monitoring with dedicated quality assurance scorecards
The ideal candidate demonstrates AI and technology fluency, data fluency (pulling reports, spotting patterns, summarizing findings), strong quality assurance discipline with established scorecards, meticulous attention to detail, process documentation skills, clear communication, and adaptability as Member Care processes and AI tools evolve.
REQUIREMENTS:
• 2 years of customer service experience
• 1 year of technical experience
• Zendesk Support and Explore proficiency
• Proficiency with Google Sheets
• Experience tracking project tasks and meeting deadlines
• Experience using AI to improve a process or make a workflow more efficient
• Experience using data to spot patterns and summarize findings
