Specialist I, Client Support

Role overview Help clients and providers navigate a digital mental health care service, resolving questions about technical issues, insurance coverage, and billing. The work combines live and written support with careful investigation, clear explanations, and follow-through so people understand their options and next steps.

Responsibilities - Assist clients and providers through live chat, asynchronous messages, and phone. - Investigate questions, resolve issues when possible, and escalate cases that need additional expertise. - Explain insurance, billing, and platform information in straightforward, compassionate language. - Keep case notes accurate, track commitments, and work toward first-contact resolution. - Manage a varied inbox while meeting service expectations for response times, quality, and productivity. - Share recurring customer issues and improvement ideas with support, product, and other teams; take part in coaching and training.

Requirements - Communicate with empathy, professionalism, and accuracy across different support channels. - Approach problems with curiosity, ask useful questions, and take ownership through resolution or escalation. - Stay organized while balancing customer satisfaction, timely responses, and daily workload. - Adapt to changing priorities and ambiguity while remaining thoughtful and dependable. - Contribute to a collaborative team and remain open to coaching and feedback. - Bring an interest in technology, troubleshooting, or improving processes and systems.

Benefits and work setup This is a full-time, hourly, fully remote role with stated compensation of $24.04 per hour. Benefits include medical, dental, vision, life, and disability coverage; retirement savings and equity opportunities; paid holidays and flexible time off; up to 18 weeks of paid parental leave; and a wellness and development stipend. U.S. employees also have access to therapy through the service.