Specialist I, Customer Support

Role overview Help clients and providers navigate questions and problems related to a digital mental healthcare service. You will provide empathetic, accurate support across several channels, covering topics such as platform use, insurance, and billing. The work also involves taking ownership of cases and sharing recurring issues with partner teams so the service can improve.

Responsibilities - Assist clients and providers through live chat, asynchronous messages, and phone. - Investigate questions, identify underlying issues, resolve cases where possible, and escalate when another team’s expertise is needed. - Explain platform, insurance, and billing information in clear language tailored to each person’s needs. - Track customer concerns, actions, and next steps accurately, follow established procedures, and work toward first-contact resolution. - Manage an organized queue and meet expectations for response time, resolution, customer satisfaction, and daily productivity. - Take part in coaching, quality reviews, training, and team discussions; share recurring challenges and improvement ideas.

Requirements - Enjoy helping people and communicate with empathy, professionalism, and clarity. - Approach problems with curiosity and ownership, ask useful questions, and follow through on commitments. - Able to explain complex information accurately and adapt communication to different needs. - Organized and able to manage a changing workload while meeting service expectations. - Open to coaching, feedback, and continuous learning.

Nice to have - Experience in customer support, healthcare technology, insurance benefit verification, interpreting explanations of benefits, or using payer portals. - Familiarity with medical terminology, ICD-10 or CPT codes, or claims processing. - Spanish proficiency.

Benefits and work setup - Full-time, non-exempt, remote role with expected travel to company offsites once or twice per year. - Monday–Friday shifts: 9 a.m.–6 p.m. or noon–9 p.m. Eastern Time. - Base pay is $24.04 per hour. Benefits include health, dental, vision, life and disability coverage; retirement and equity programs; paid leave and holidays; parental leave; home-office support; and wellness and development stipends. U.S. employees can access therapy through the service.