Member Support & Care Advocate

About Vira Health

Vira Health is a women's healthcare technology company providing virtual clinical care, educational resources, and support across fertility, hormonal health, pregnancy, parenting, perimenopause, menopause, and family health. We partner with employers and health plans to improve health outcomes and make evidence-based women's healthcare accessible worldwide.

Our platform brings together three products: Vira – our comprehensive care navigation and employee benefit platform; Stella – our specialist online menopause clinic offering virtual appointments, hormone therapy prescriptions, and lifestyle coaching; and The Lowdown – a contraception and reproductive health resource trusted by millions.

We operate globally, with a remote-first team united by a shared commitment to improving health outcomes for women and families worldwide.

About the Role

At Vira, every member interaction matters. As a Member Support & Care Advocate, you will be the frontline of our member experience — ensuring every person who reaches out receives responsive, knowledgeable, and compassionate support.

This is a hybrid role combining member support and customer service (your primary focus) with care advocacy and health coaching responsibilities. You'll manage day-to-day member queries, troubleshoot issues, and coordinate with internal teams to deliver a seamless experience — while also providing meaningful 1:1 guidance to members navigating their health journeys.

This role is available on a part-time or full-time basis and is based in the UK. We welcome applications from both employees and contractors.

What You'll Do

Member Support & Customer Service

• Serve as an empathetic, knowledgeable first point of contact for members, managing day-to-day queries across multiple channels (email, in-app messaging, chat).

• Troubleshoot member issues efficiently, coordinating with clinical, product, and operations teams to resolve problems and close the loop with members.

• Respond to member queries promptly and professionally, upholding Vira's standards for response time and quality.

• Maintain accurate records of member interactions and escalate complex issues appropriately.

• Identify patterns in member feedback and flag opportunities to improve the member experience.

• Support member onboarding and engagement, ensuring members understand how to access and use Vira's products.

Care Advocacy – Vira Member Zone

• Deliver virtual 1:1 Care Advocate sessions with Vira members, providing personalised guidance on health concerns, symptoms, and navigating next steps.

• Support members across a broad range of women's health topics including fertility, hormonal health, perimenopause, menopause, pregnancy, parenting, and family health.

• Provide evidence-based health information, lifestyle guidance, and self-management strategies in clear, accessible language.

• Guide members on finding appropriate clinical care and facilitate referrals in collaboration with the wider clinical team, following established escalation protocols.

• Respond to general health questions via asynchronous messaging on a non-urgent basis.

• Apply motivational interviewing techniques to support members in setting meaningful health goals.

• Recognise when a member's needs exceed the scope of care advocacy, and escalate appropriately to clinical colleagues following established protocols.

• Document sessions accurately in line with Vira's clinical governance standards.

Health Coaching – Stella

• Provide virtual, text-based 1:1 coaching to Stella members, supporting lifestyle and behaviour change to address menopause symptoms.

• Guide members through personalised, symptom-based care plans within the Stella app.

• Set clear, collaborative goals with members and track progress over time.

What We're Looking For

• At least 2 years' experience in customer service, member support, patient services, or a related member-facing role — ideally in a health or digital health setting.

• A genuine passion for women's health and supporting people to understand and manage their health.

• Excellent written and verbal communication skills, with the ability to build rapport quickly in a virtual setting.

• Strong problem-solving skills and a proactive approach to resolving member issues.

• Strong attention to detail in administrative and operational tasks.

• Comfortable working across digital platforms and health technology tools.

• Compassionate, empathetic, and non-judgmental in all member interactions.

• Highly organised with the ability to manage a varied workload independently while collaborating effectively with a remote, international team.

• Cultural humility and a genuine commitment to serving diverse communities.

Nice to Have

• Experience in health coaching, care navigation, or care advocacy.

• A recognised qualification or certification in health coaching or a related discipline (e.g. NBC-HWC, IHC, ICF coaching credentials).

• Experience in women's health, menopause care, reproductive health, or maternal health.

• Background in a digital health or virtual care environment.

• Multi-lingual capabilities (particularly French, Spanish, Arabic, or other languages relevant to our markets).

Working at Vira Health

• Remote-first, with a flexible and internationally distributed team.

• Part-time or full-time — we will shape the arrangement around the right candidate.

• A mission-driven environment where your work has a direct and meaningful impact on the health outcomes of women and families worldwide.

• Values-led culture built around being Bold, listening deeply, and pursuing Excellence.

Compensation Range: £30K - £37K