Client Support Specialist I

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist clients and providers via live chat, asynchronous messaging, and telephone.

• Explore technical issues, inquiries regarding insurance coverage, billing concerns, and other client-related inquiries.

• Deliver precise, thorough, and empathetic solutions, escalating issues when necessary.

• Fulfill customer satisfaction, response time, case resolution, and daily productivity targets.

• Organize workload and maintain an orderly inbox in line with service-level expectations.

• Simplify intricate insurance, billing, and platform details into understandable terms.

• Accurately document customer issues, actions undertaken, and subsequent steps.

• Adhere to established policies and procedures, resolving issues on the first interaction whenever feasible.

• Engage in coaching, quality assessments, training, and team discussions.

• Recognize recurring customer challenges and emerging patterns.

• Communicate insights with the Supervisor and work together with internal partners to tackle root causes.

• Uphold assigned schedule and availability.

• Collaborate with Customer Support, Product, and other departments to enhance the support experience.

• Report directly to a Supervisor on the Support team.

⛳️ Requirements

• Minimum of one year experience in a customer-facing role, including customer support, hospitality, retail, healthcare, or another service-oriented field.

• Genuine enthusiasm for assisting individuals and enhancing accessibility to mental healthcare.

• Curiosity and capability to pose insightful questions and investigate issues.

• Sense of ownership, follow-through, and dedication to enhancing customer experiences.

• Proficient in resolving complex challenges and pinpointing root causes.

• Willingness to accept constructive feedback and pursue professional development.

• Capacity to balance quality, responsiveness, and productivity effectively.

• Clear and compassionate communication skills, with the ability to simplify complex information.

• Adaptability and reliability in a remote work environment.

• Ability to work collaboratively as a team member.

• Passion for technology, AI, troubleshooting, or optimizing processes and systems.

• Resume must be submitted in PDF format.

• Must hold authorization to work legally in the United States.

🏝️ Benefits

• Extensive medical, dental, vision, life, and disability insurance coverage.

• Free access to therapy through the Grow platform (available for US employees).

• Retirement savings plans and equity opportunities.

• Flexible time off, company-paid holidays, and a company-wide Winter Break.

• Up to 18 weeks of paid parental leave along with a stipend for new children.

• Dedicated weekly flexible time allocated for self-care.

• Annual stipend for wellness and professional development.

• Pre-tax commuter benefits available for teammates working from hub locations.

• Support for home office setup and meal benefits.

• Wellness memberships.

• Virtual care options.

• Discounts on pet insurance where applicable.

• Global travel assistance.