Member Support
Gaia
Job Overview
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Job Description
Our Vision
Gaia is the first Value-Based family-building company. We give people control over their fertility with clinically proven pathways to parenthood — whether they want a child now or later — and take on the financial risk so that if we don’t deliver successful outcomes, they don’t pay. Gaia was born from our founder’s own harrowing journey through assisted fertility, and his resolve to build the experience he wished he had.
Our mission is to give the best shot at parenthood to anyone who wants a family, with access to a network of clinics selected for their results, flexible payment options, and 90+ NPS wraparound care and support.
The Role
As Member Support you will help deliver a seamless experience for our Gaia Members, working closely with the wider Operations and Member Growth (acquisition) teams. This dynamic position requires you to be adaptable and proactive, wearing multiple hats caring for our Members and supporting our Providers. We are a small and growing team - this role will evolve as our member base increases!
- Deliver support and care as the primary point of contact for Gaia Members.
- Assist with smooth member onboarding in collaboration with the Member Growth team.
- Manage inbound communications via email, SMS and calls related to memberships.
- Coordinate with Operations Lead to handle complex cases and improve processes.
- Support partner Clinics and care providers with treatment and payment queries.
What We’re Looking For
The ideal candidate has previous healthcare experience in the US, particularly in insurance benefits analysis, patient intake, or clinic relations in the fertility space. Strong customer service skills, excellent verbal and written English, and autonomy are essential. Familiarity with CRM systems (ideally Hubspot) and Excel/Google sheets is required. A Bachelor’s Degree or comparable experience in customer support, account management, patient coordination, or financial operations is expected. Work hours are part-time core hours (9 AM to 5 PM).
Key skills/competency
- Customer Support
- Healthcare
- Account Management
- Patient Coordination
- CRM
- Communication
- Empathy
- Operations
- Detail-Oriented
- Problem Solving
How to Get Hired at Gaia
- Research Gaia's culture: Understand their mission, vision, and values.
- Customize your resume: Emphasize healthcare and customer support skills.
- Highlight CRM experience: Showcase expertise in Hubspot and Excel.
- Prepare examples: Detail past experiences managing complex cases.
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