Customer Support Specialist

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

📋 Description

• Address member inquiries and tickets with precision and efficiency.

• Assist members in understanding their healthcare benefits and ensure they feel supported.

• Utilize automation tools and AI software to enhance resolution times.

• Evaluate the urgency of incoming requests and prioritize critical issues accordingly.

• Handle escalations with empathy and sound judgment.

• Conduct outbound calls to healthcare providers and members.

• Help coordinate appointments, verify information, and address gaps in care.

• Identify scheduling bottlenecks and analyze workflow trends.

• Raise issues promptly and propose enhancements to team leadership.

• Provide exceptional “WOW” service to the US customer base.

• Communicate any scheduling challenges or trends that could adversely affect outcomes.

• Keep team leadership and members informed in real time.

• Proactively share updates on progress and highlight any obstacles.

• Take ownership of daily performance targets, including ticket volume, quality metrics, and member satisfaction.

• Achieve assigned KPIs.

⛳️ Requirements

• Must be a resident of Ukraine.

• Upper-Intermediate+ English proficiency (B2/C1).

• Outstanding written and verbal communication abilities.

• Strong self-management and ownership capabilities.

• Proven ability to track personal time and produce results without constant oversight.

• Solution-oriented problem-solving approach.

• Capacity to independently research internal documentation, AI tools, and knowledge bases.

• Quick comprehension of complex concepts and adaptability to new processes.

• Willingness to learn continuously from feedback with minimal supervision.

• Comfort in navigating frequent changes, fast-paced environments, and evolving priorities.

• Proficient computer skills.

• Ability to swiftly learn new software applications.

• Practical experience with AI tools, ChatGPT, prompt engineering, or automation tools is a significant advantage.

• Genuine empathy and strong interpersonal abilities.

• Previous customer service or support experience is a major plus.

🏝️ Benefits

• 20 paid vacation days each 12-month period.

• Paid sick leave.

• Complete health insurance coverage for employees.

• Option to insure family members at a discounted rate.

• KPI-based bonuses available for top performers.

• Opportunities for career advancement from Junior to Middle, Senior Specialist, and Team Leader roles.

• Horizontal career paths in Learning & Development, Quality Assurance, or Process Analysis.

• Company-sponsored English language classes.

• Access to a corporate Udemy learning platform.

• Participation in internal and external educational events.

• Training on the American healthcare system and its cultural aspects.

• Personal therapy sessions.

• Virtual mental health seminars.

• Company happy hours, team-building activities, and recreational events.

• Corporate discounts and special offers at Sport Life.

• Provision of essential equipment for a comfortable remote working environment.