Customer Success Specialist I, Bilingual

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

📋 Description

• Serve as the initial point of contact for inbound member calls, delivering friendly, professional, and compassionate support.

• Assist members in scheduling, rescheduling, or canceling their Papa visits.

• Clarify Papa’s services, which include companionship, transportation, light housework, and post-discharge support, while guiding members on how to utilize their benefits.

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

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

• Provide credits for service recovery when suitable and in line with Papa’s guidelines.

• Evaluate member concerns, investigate solutions, and identify appropriate actions to take.

• Keep precise records of calls and interactions.

• Handle call volume while adhering to standards of empathy, professionalism, quality, and response time.

• Manage sensitive personal and confidential financial information in accordance with HIPAA/HIPPA and company protocols.

• Exhibit empathy and active listening during difficult or emotional circumstances.

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

⛳️ Requirements

• Excellent verbal and written communication skills with a calm and empathetic demeanor.

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

• Strong problem-solving abilities and sound judgment in providing resolutions or credits.

• Highly organized, capable of managing multiple calls, systems, and follow-ups concurrently.

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

• Accurate and thorough documentation practices, with a keen attention to detail and data entry standards.

• Adaptable in a fast-paced, evolving environment while sustaining service quality.

• Availability to work scheduled shifts based on member demand, including certain holidays and weekends as required and assigned through shift bids.

• Ability to comply with Papa’s work-from-home requirements, which include a hardwired (Ethernet) internet connection and a distraction-free workspace during scheduled hours.

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

• Bilingual proficiency in Spanish or Creole is preferred.

🏝️ Benefits

• Competitive salary and equity package

• Medical, dental, and vision insurance coverage

• HSA/FSA

• 401(k) plan with a match up to 4%

• Flexible PTO

• Parental leave and caregiver leave