Senior Bilingual Member Support Representative

Senior Bilingual Member Support Representative (English/Spanish)

Job Type: Full-Time Hourly | Hybrid

Pay Rate: $20.00 per hour + Monthly Bonus

Shifts: Start time varies between 8:00am:11:00am EST (exact schedule assigned based on business needs)

Hybrid Schedule: In-office Monday-Wednesday | Work from Home Thursday-Friday

About menMD:

When it comes to your health, there is no "one GUY fits all solution." While most online platforms are nothing more than a fancy algorithm, we run on a careful balance of people and tech, bringing you personal health assistants, timely articles, live events, and top-notch physicians. This tailored whole-health approach optimizes your life in the bedroom and beyond. This is our mission, a mission we take seriously and this is what we mean when we say, For the Good of Man.

Role Overview:

We are seeking an experienced, highly reliable Senior Bilingual Member Support Representative (MSR) to deliver an exceptional member experience across inbound phone calls, live chat, and written support cases. This role is 100% customer experience-focused and requires fluency in both English and Spanish, with the ability to communicate clearly, professionally, and empathetically in both languages. The Senior Bilingual MSR also serves as a trusted, experienced presence on the Member Services team, setting the standard for professionalism, reliability, and performance, while providing mentorship and support to other team members.

Key Responsibilities:

All responsibilities are expected to be executed in both English and Spanish.

• Handle live chat and inbound calls with menMD members
• Assist members with starting new treatment plans and completing prescription renewals
• Clearly and accurately explain medical, treatment, and service-related information in both languages
• Provide culturally competent, empathetic support to members
• Troubleshoot issues and resolve member concerns efficiently and professionally
• Make occasional outbound calls as needed
• Handle complex or escalated member interactions with confidence and discretion
• Maintain thorough, accurate, and compliant documentation and member notes
• Set the standard for attendance, punctuality, and schedule adherence
• Serve as an informal mentor and go-to resource for other Member Support Representatives
• Assist peers with process questions, workflows, and best practices
• Share insights with leadership regarding recurring member issues or opportunities for improvement

What Makes a Successful Senior Bilingual MSR:

• Fully bilingual in English and Spanish (verbal and written)
• Exceptionally well-spoken with strong phone and written communication skills in both languages
• Highly knowledgeable and confident explaining menMD treatments and services
• Extremely reliable, punctual, and consistent in performance
• Comfortable serving as a role model and informal leader within the team
• Calm, professional, and empathetic when handling sensitive or complex conversations
• Detail-oriented, proactive, and solution-focused
• Coachable while also helping elevate overall team performance

KPIs & Performance Expectations:

• Post-call survey and call review scores
• Quality and accuracy of documentation and member notes
• Logging time and break adherence
• Overall consistency, reliability, and contribution to team success
• Able to multi-task and simultaneously handle chats and calls

Additional Notes:

• Eligible for monthly bonus starting the first full month after start date
• Hybrid role with required in-office presence Monday-Wednesday
• Maximum of one Saturday shift per month (9:00am-5:30pm)

Experience Requirements:

• 2-3+ years of call center experience
• 2-3+ years of customer service experience
• Fully bilingual in English and Spanish (verbal and written)
• Prior senior-level, lead, or mentoring experience is a plus

MenMD is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, national origin, gender, gender identity, sexual orientation, disability, or veteran status.

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Work from home

Application Question(s):

• Are you fluent in both English and Spanish?

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)

Ability to Commute:

• Clearwater, FL Required)

Work Location: Hybrid remote in Clearwater, FL 33760