Member Experience Associate (Bilingual – English/French) Location: Remote, Canada-wide (including Quebec) Reports to: Member Experience Team Lead About Science & Humans Science & Humans is Canada’s leading hormone health and longevity platform, serving tens of thousands of members and a growing network of partners. We combine advanced diagnostics, personalized treatment, and digital health innovation to help people live healthier, longer lives. As we continue to scale, we are committed to delivering an exceptional, seamless experience for every member across their entire journey. The Opportunity We are looking for a Bilingual Member Experience Associate (English/French) to support our members across Canada in a fully remote capacity. You will play a critical role in delivering high-quality, empathetic support while ensuring consistency in service standards, documentation, and resolution quality. This role goes beyond handling requests—you will also identify trends, reduce friction, and contribute to improving the overall member experience. We welcome applications from bilingual candidates across Canada, including those based in Quebec. Role Summary The Member Experience Associate delivers high-quality support across the full member journey. This role owns case resolution, service standards, and documentation quality, while providing trend insights to internal teams (AM/SPM/I&S) to improve outcomes and reduce friction.

Key Responsibilities

Handle inbound member requests, including triage and resolution, with clear and empathetic communication Meet service standards for first response time and resolution time while maintaining high-quality documentation Escalate urgent or high-risk cases using defined processes and maintain ongoing communication with members Contribute to knowledge base improvements and initiatives that reduce repeat inquiries Provide weekly and monthly insights on trends, including top contact drivers, friction points, and bilingual demand patterns Qualifications 2–5+ years of experience in customer support, member experience, or service roles Bilingual proficiency in English and French (written and verbal) Strong communication skills with a high level of attention to detail in documentation Comfortable using ticketing systems and CRM tools Ability to handle sensitive situations with professionalism, empathy, and sound judgment Why Join Science & Humans? Work remotely from anywhere in Canada Be part of a mission-driven company focused on health, longevity, and real impact Collaborate with a growing, high-performance team Opportunity to contribute to improving member experience at scale