About One Pass

One Pass is redefining how people engage with health, wellness, and everyday living. Through a comprehensive engagement and loyalty platform, we empower millions of members to live healthier, more connected lives. Backed by deep partnerships across healthcare and supported by a culture of innovation, cross‑functional collaboration, and relentless curiosity, One Pass is scaling rapidly and shaping the future how people lead healthier, fuller lives.

The Role

The Escalations Specialist will be responsible for managing and resolving complex member cases and escalations, ensuring that our members have a seamless and positive experience with our services. You will work closely with our customer service team, other departments, partners, and management to handle high-priority or difficult issues, resolve conflicts, and ensure high levels of member satisfaction. You will also serve as the team’s subject matter expert on refund-related escalations, applying refund policies and procedures consistently, monitoring refund trends, and supporting refund reporting and analysis. Your goal will be to provide effective solutions, mitigate member dissatisfaction, maintain the integrity of our brand, and identify opportunities to improve the overall member experience.