Counsel’s mission is to multiply the world's healthcare capacity. We believe in a future in which every person has a personalized, AI-enabled doctor always in their pocket. To accomplish this, we are building an AI-first medical practice from the ground up that automates across the entire clinical stack, allowing our in-house clinicians to provide superhuman medical advice that is near-instant, highly personalized, and always available. We believe that collaborative care models that integrate clinicians and AI are the key to solving global healthcare access challenges.
Since our founding in 2023, we have formed partnerships with leading healthcare organizations and are on track to serve hundreds of thousands of patients on our platform within the next year. We have raised over $10M from top-tier VC firms and angel investors, positioning us strongly to pursue our ambitious mission for years to come.
Our founding team includes experienced clinical and technology experts who have held senior roles at Harvard Medical School, Massachusetts General Hospital, UCSF, the MIT Media Lab, NVIDIA, and Mount Sinai.
Join us as we build the future of AI in healthcare!
Our Values
- Lead with humility. Be kind and share ownership of wins and losses.
- Do excellent work. We hold ourselves to the highest bar and pursue excellence in our craft.
- Tackle big problems. We solve problems that will meaningfully affect the future of the world and aim to build a healthcare system that is truly patient centric.
About the Role
Counsel Health is hiring a Member Support Specialist to be the first line of contact for individuals using our platform. You’ll play a crucial role in ensuring members receive timely, compassionate, and effective assistance with their health journeys. Your work will directly impact member satisfaction, platform engagement, and overall health outcomes.
You’ll have opportunities to lean into cross-functional projects across the company to surface insights, shape the member experience, and contribute to how we grow.
This is an ideal role for someone with a background in customer support or service who’s eager to build a career in an early-stage, mission-driven company. For the right candidate, this position offers a clear path toward client success, strategic operations, or team leadership.
What You’ll Do
- Empower members by independently resolving the majority of common issues (access, prescription updates, etc) quickly and confidently, ensuring a smooth and stress-free experience
- Respond to member messages within 1 hour, and resolve most cases within 24 hours
- Escalate bugs and complex issues clearly while generating and sharing clear incident reports with all context captured for the internal team
- Log 100% of support interactions accurately in HubSpot CRM
- Contribute meaningfully to cross-functional projects at the intersection of B2B marketing, client success, and strategic growth
Requirements
- 2+ years of customer support or customer service experience
- Excellent communication that’s clear, warm, and professional
- Able to learn tech platforms quickly and explain them simply
- Experience using chat support tools, email, and basic ticketing systems
- Tech-savvy and process-oriented (comfortable with Slack, CRMs like HubSpot, etc.)
- Detail-oriented and able to follow SOPs in a regulated space (e.g. HIPAA)
- Willing to step in to high priority projects and support the Operations team, as needed
You're a Good Fit If
- You have experience in healthcare, pharmacy, telehealth, or digital health
- You are familiar with HubSpot CRM or similar tools
- You have previous experience working remotely or asynchronously
- You're interested in growing into client success, operations, or people management
What We Offer
- Impact: Own and lead marketing for a category-defining healthcare company
- Growth: Opportunities for leadership and team-building in a scaling organization
- Compensation: Competitive salary and meaningful equity
- Benefits: Comprehensive medical, dental, vision; snacks and lunch at our NYC office
