Customer Support Specialist, 6h směny, proaktivní volání

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

📋 Description

• Address client and therapist inquiries via chat and email, taking ownership of compensation decisions and coordinating with therapists throughout the process.

• Initiate proactive outbound calls to collect feedback, assist clients in scheduling appointments, and convert interest into actual sessions.

• Manage emotionally delicate conversations with sensitivity and care.

• Ensure that localized Czech content remains current and relevant.

• Collaborate in refining the AI support agent to allow human staff to concentrate on more complex, high-empathy situations.

• Recognize recurring issues and provide feedback for process enhancements.

⛳️ Requirements

• Native Czech speaker (with full fluency for complex and sensitive client discussions, or Slovak).

• Proficient in English at a B2+ level.

• A minimum of 1 year of experience in proactive phone outreach, telesales, or active account management.

• Comfortable making calls rather than solely responding to inquiries.

• Demonstrated ability to work remotely and independently, utilizing ticketing/task tools to manage and resolve cases autonomously.

• Proven experience in handling high-emotion or distressed customer interactions with empathy, both in writing and on calls.

• Regular use of AI tools like ChatGPT, Claude, Perplexity, Gemini, or similar as part of the daily workflow.

• Familiarity with Fin (Intercom), Google Workspace, and Notion is a plus.

• Direct experience in supporting customers facing acute psychological distress is advantageous.

🏝️ Benefits

• Complimentary psychotherapy sessions on Hedepy.

• Remote-first work culture, allowing you to work from any location.

• Diverse international team comprising members from over 10 countries.

• Engaging team-building activities and workations ☀️