Customer Care Associate

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

📋 Description

• Assist both providers and patients in navigating their experience with Headway.

• Provide customer support via email, live chat, and telephone.

• Address operational and technical issues faced by providers and patients.

• Manage around 40 inquiries from providers and patients each day.

• Consult available resources and collaborate with team members to resolve inquiries.

• Availability required Monday–Friday from 9 AM to 6 PM and Saturday–Sunday from 8 AM to 7 PM ET.

• Engage in continuous learning about Headway’s evolving products, services, and insurance practices.

• Identify and address customer-experience challenges proactively.

• Suggest improvements for processes and products.

• Work in partnership with the team to implement enhanced customer solutions.

⛳️ Requirements

• Exceptional verbal and written communication abilities.

• Communication style must be clear, concise, friendly, empathetic, and focused on solutions.

• Capability to manage sensitive situations and de-escalate high-pressure client interactions.

• Strong judgment and discretion are essential.

• Demonstrated integrity and thoughtful decision-making skills.

• Ability to achieve and surpass tactical objectives while ensuring high-quality output.

• Proficient problem-solving skills.

• A strong interest or previous experience in the healthcare sector.

• Availability to work on weekends.

• A quiet and private workspace with high-speed internet access is required.

• Must be authorized to work for any employer in the United States.

• Candidates must specify if they require visa sponsorship now or in the future.

🏝️ Benefits

• Equity offerings are available.

• Comprehensive health and wellness benefits provided.

• Retirement savings options.

• Meaningful ownership opportunities through equity participation.

• Flexibility to work remotely from anywhere in the US.

• Option to work from Headway offices located in New York City or San Francisco.

• Reasonable accommodations available for individuals with disabilities.