Support Representative, Evening/Night Shift

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

📋 Description

• Deliver customer and patient assistance for both inbound and outbound communications with Zeel users and network providers.

• Interact with customers, patients, and providers through text, live chat, email, and phone.

• Address escalations from frustrated customers and providers.

• Arrange and schedule bookings with requested providers within the Zeel network.

• Forward top-priority, critical issues to the relevant team.

• Enhance documentation to empower Zeel users to assist themselves.

• Collaborate with various departments and colleagues on projects as necessary.

⛳️ Requirements

• 3-4 years of experience in a customer service role.

• Outstanding verbal and written communication skills in English.

• Proficient in using a ticketing system, such as Zendesk or Kustomer.

• Ability to empathize with customers and quickly assess situations and potential issues.

• Capacity to use empathy for de-escalating challenging situations.

• Commitment to customer satisfaction; CSAT and NPS metrics are utilized.

• A proactive mindset suited for a fast-paced startup environment.

• Flexibility to work evenings, weekends, and holiday hours.

• Must reside within the United States.

🏝️ Benefits

• Flexible vacation time.

• Medical, dental, and vision benefits.

• 401K with company match.

• Fully remote/WFH with provided equipment.

• Complimentary and discounted massages.