Member Experience and Investigation Specialist

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.

Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare.

Role 

This role sits at the intersection of operational excellence and cross-functional problem solving. As a Member Operations and Investigations Specialist, you will own two core functions: investigating and resolving platform bugs and escalations, and driving the operational systems — content, tooling, and process documentation — that enable our AI and human Care Coordinators to deliver exceptional member support at scale. You'll partner closely with product, engineering, and clinical teams to surface root causes, close systemic gaps, and make sure the infrastructure behind member care is accurate, efficient, and continuously improving.

Team

You'll be joining the Member Operations & Investigations Specialists team, a small, high-ownership team within Member Operations at Sword Health. The team serves two primary functions: Investigation Ops, focused on identifying, escalating, and driving resolution of bugs and platform issues across Sword's products (Move, Thrive, Bloom, Mind, Vision AI); and Strategic Ops, focused on Help Center content quality, macro management, AI Care Coordinator optimization, and internal process documentation. The team operates as the connective tissue between frontline Care Coordinators and the product and engineering teams that build Sword's platform — translating operational patterns into actionable signals and building the infrastructure that allows our AI to support members effectively.

AI Proficiency at Sword Health

AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity

• Builder (Level 2) — Creates workflows and tools that elevate the whole team

• Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

What you’ll be doing

• Investigate and resolve escalations — triage member-facing issues, clinical team tool issues, and cross-platform bugs; gather evidence; identify root cause; and drive resolution with engineering and product.

• Identify systemic issues — spot patterns across escalation volume, aggregate similar reports in real time, and flag emerging bugs to technical partners before they scale.

• Own designated functional areas — serve as the sole owner of assigned topic areas, managing POC relationships, keeping related Help Center articles accurate and up to date with upcoming releases, and tracking related issues efficiently.

• Maintain and optimize Help Center content — create, update, and peer-review articles and macros to meet AI CC optimization standards, ensuring Mary (our AI Care Coordinator) can resolve tickets end-to-end with accuracy.

• Build and improve processes — write and maintain SOPs and work instructions for investigation workflows and escalation paths; fix broken processes at the root rather than working around them.

• To get to know more about our Tech Stack, check here.

What you need to have

• 2–4 years of experience in operations, c