Customer Success Specialist I

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

📋 Description

• Act as the initial point of contact for members reaching out with inquiries, issues, or requests.

• Provide friendly, professional, and compassionate assistance when answering incoming member calls.

• Support members in scheduling, rescheduling, and canceling Papa visits.

• Clarify Papa services, which include companionship, transportation, light housekeeping, and post-discharge assistance.

• Facilitate real-time escalations with the Visit Support team.

• Record and document member complaints and issues by creating and updating Zendesk tickets.

• Offer credits for service recovery when deemed appropriate and in line with Papa’s policies.

• Evaluate member concerns, identify solutions, and determine suitable actions.

• Keep precise records of calls and interactions.

• Manage call volume while meeting standards for empathy, professionalism, quality, and response time.

• Handle sensitive personal and financial information in compliance with HIPAA and company guidelines.

• Collaborate with internal teams via Slack and other tools to ensure timely responses and member-centric solutions.

⛳️ Requirements

• Excellent verbal and written communication abilities with a calm and empathetic approach.

• Demonstrated capability to actively listen and de-escalate sensitive situations with professionalism and compassion.

• Strong problem-solving skills and sound judgment when providing resolutions or credits.

• Highly organized with the ability to manage multiple calls, systems, and follow-ups at the same time.

• Proficient in using support platforms such as Zendesk, Slack, and Google Workspace.

• Accurate and thorough documentation practices, with a keen eye for detail and data entry standards.

• Ability to adapt in a fast-paced and evolving environment while maintaining service quality.

• Availability to work scheduled shifts that correspond with member demand, including some holidays and weekends as required and assigned through shift bids.

• Capability to meet Papa’s work-from-home requirements, including a hardwired (Ethernet) internet connection and a distraction-free workspace during scheduled hours.

• Fluency in English (both written and verbal) is required.

🏝️ Benefits

• Competitive salary and equity package.

• Medical, dental, and vision insurance coverage.

• HSA/FSA options.

• 401(k) plan with a match up to 4%.

• Flexible PTO.

• Parental leave and caregiver leave.