Member Support Associate (Part-time)

samaritan is a service-enabling technology built around a simple idea: people need capacity, flexibility, relationships, and momentum to turn available care and support into lasting progress. We help people facing compounding instability, including those on or near the streets, overcome the individual barriers that interrupt care and progress toward health, housing, and income stability.

samaritan works through existing, trusted care teams and community partners, combining manageable steps, flexible financial support, human connection, and reinforcement. Our model strengthens existing care and community relationships, creating a scalable way to support Member agency and follow-through while helping health plans and providers improve quality, protect revenue, and stabilize costs.

The Role
We're hiring a part-time Member Support Associate to make sure samaritan Members receive timely, thoughtful, and accurate support throughout their memberships, so they can keep making progress toward stability, health, and housing.

Reporting to the Head of Delivery, with support from the Member Success Manager, you'll manage support tickets in HubSpot, resolve Member and membership issues, coordinate fund distribution, and help the Member Success team with communications and projects. You'll also work closely with our Partner Success team so that samaritan, Care Team Partners, and Members stay coordinated.

This is a 20 hour per week role with a potential path to full-time with increased scope, based on business needs and individual performance.

Location: Remote within the U.S.

Schedule: 1:00-5:00 PM Pacific Time (will eventually transition to 4:00-8:00 PM PT)

Responsibilities

• Respond to Members across text, phone, and email with clear, timely, and accurate guidance
• Manage HubSpot support tickets from intake through resolution
• Resolve Member and membership issues, including coordinating fund distribution
• Support the Member Success Manager with Member communications and project work
• Identify trends in Member questions and issues, and share them to strengthen Member engagement and membership compliance
• Partner with the Partner Success team to coordinate program support between samaritan, Care Team Partners, and Members
• Keep accurate, complete records so each Member's support history is easy to follow
• You'll Thrive in This Role If You
• Are mission-driven and want your work to help people move toward stability, health, and housing
• Have high emotional intelligence and build trust with people facing complex circumstances
• Communicate in a way that motivates and encourages, while holding clear, ethical boundaries
• Are detail-oriented and take pride in getting things right
• Have a bias to action and work to resolve issues rather than pass them along
• Adapt easily as tools, processes, and priorities change in a growing company
• Bring humility and a learning mindset
• Notice patterns and speak up when something could work better
• Collaborate naturally with teammates and partners

Desired Qualifications

• Experience in healthcare, peer services, member services, or customer support
• Strong written and verbal communication in English; Spanish preferred
• Experience resolving support tickets or cases
• Experience with CRM or ticketing tools (HubSpot preferred)
• Comfort learning new technology and helping others use it
• Accurate, organized data entry skills (Moderate proficiency in data analysis is a plus)

Key Success Metrics

• Time to resolve Member issues
• Member satisfaction
• Member engagement

Compensation

• Hourly Rate: $24 to $27 per hour, depending on directly relevant experience
• Hours: 20 hours per week
• Growth Path: Potential transition to a full-time role based on business needs and individual performance.

Additional Benefits

• Flexible, remote-first work environment
• Paid sick leave, PTO, and holidays

samaritan is an equal opportunity employer. We don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other status protected by applicable law. We're building a team that reflects the communities we serve, and we welcome applicants from all backgrounds.