Senior Member Support Specialist

Weight Watchers is the global leader in science-backed weight management, offering an integrated support system built for the GLP-1 era that combines scientific expertise, medication, cutting-edge technology, and human connection. With more than 60 years of experience, Weight Watchers is the most studied commercial weight management program in the world, delivered through its No. 1 U.S. doctor-recommended weight-loss program. Its holistic, personalized approach also includes U.S.-based clinical interventions and access to GLP-1 medications when clinically appropriate, and a global network of coaches and community support. Since 1963, the company has led with science to deliver its members the personalized support they need to reach and sustain their goals. Members can access these solutions directly, or through Weight Watchers for Business’ full-spectrum platform for employers, health plans, and payers. In a landscape crowded with contradictory advice, isolating apps, and one-size-fits-all solutions, Weight Watchers offers a proven path forward that is rooted in research, grounded in empathy and designed to help every member feel better in their body and live a longer, healthier life. Job Summary The role of the Senior Member Support Specialist is a full-time phone support position dedicated to providing elevated, high-touch support to current and potential WeightWatchers members. This specialist serves as a point of escalation for Level 1 (L1) phone agents, manages high-level executive escalations and Better Business Bureau (BBB) complaints, and provides real-time guidance and assistance to frontline agents via a dedicated Slack support channel. Responsibilities High-Level Escalation & Phone Support - Advanced Phone Resolution: Handle escalated inbound and outbound phone calls referred from L1 phone agents, demonstrating superior de-escalation techniques, patience, and ownership to ensure prompt resolution. - Executive & Regulatory Complaints: Directly manage and resolve sensitive executive escalations and Better Business Bureau (BBB) complaints, adhering to high standards of professionalism, compliance, and corporate guidelines. - Member Advocacy & De-escalation: Handle high-stress member interactions with empathy, a high sense of urgency, and emotional intelligence, transforming complex member issues into positive, brand-loyal experiences. - Technical & Program Troubleshooting: Apply expert knowledge of WeightWatchers programs, studio offerings, and digital/in-app experiences to troubleshoot complex issues, gather sensitive information, and resolve member concerns. Agent Support & Collaboration - Real-Time Slack Channel Support: Monitor and actively respond to real-time inquiries from L1 agents in the dedicated Slack support channel, providing immediate coaching, technical answers, and guidance. - Team Subject Matter Expertise: Act as a go-to resource for frontline support staff to ensure accurate, consistent, and high-quality service delivery across the team. - Process & Escalation Feedback: Collaborate with leadership to identify recurring L1 knowledge gaps, operational trends, or systemic issues to help improve training and workflows. Customer Service & Operational Excellence - Serves as a company ambassador, establishing rapport with members through active listening and tailored recommendations that align with their personal weight health and wellness goals. - Maintains adaptability and willingness to learn new tools, support technologies, and program innovations in an ever-changing environment. Requirements - Language: Fluent in English with exceptional verbal and written communication skills. - Experience: 3+ years of experience in a high-volume customer service role, with demonstrated experience handling phone escalations or advanced customer resolution, including 2+ years of experience with WeightWatchers. - Schedule: Full-time position, Monday through Friday. - Communication & De-escalation: Strong emotional intelligence, active listening, excellent de-escalation skills, and resilience when managing complex or elevated customer concerns. - Collaboration & Leadership: Thrives in a collaborative environment with a track record of supporting, guiding, or mentoring team members. - Technical Proficiency: Proficiency with Slack, G-Suite, Microsoft Office, call center software, and web-based tools. - Education: High School Diploma or GED equivalent. - Subject Matter Expertise: Subject matter expert on Customer Care policies and procedures, with strong knowledge of WeightWatchers Clinic. Preferred Qualifications - Prior experience handling executive-level escalations, regulatory/BBB complaints, or formal dispute resolutions. - Experience supporting or mentoring frontline/L1 agents in a real-time support or help-desk capacity. - In-depth knowledge of WeightWatchers programs, digital app ecosystem, or health and wellness services. Hourly salary may vary depending on, but not limited to:...