Specialist I, Provider Support

Role overview Help clients and therapists resolve questions and technical issues as they use a platform for finding and providing mental health care. This customer support role combines phone and live chat assistance, clear platform guidance, and investigation of recurring problems so the service can improve over time.

Responsibilities - Respond to client and therapist issues through phone and live chat, working toward clear and timely resolutions. - Investigate reported problems to understand root causes and share findings with product teams. - Explain how to use the platform and help customers navigate relevant features. - Advocate for clients and therapists by listening carefully and ensuring their concerns are understood. - Meet quantitative service expectations, including daily conversation volumes.

Requirements - Self-motivation, curiosity, and willingness to learn in an environment with ambiguity and asynchronous communication. - Empathetic communication and a strong focus on customer experience. - Problem-solving skills and ability to adapt to changing customer needs and priorities. - Ability to work independently in a fully remote setting and meet measured performance expectations. - Comfort working in a fast-paced organization.

Nice to have - At least one year of professional customer-facing experience. - Familiarity with US health insurance and coverage. - Interest or basic skills in programming or engineering, or related business or technology education.

Benefits and work setup - Fully remote role with travel for team gatherings two or three times a year; hourly, non-exempt employment at $24.04 per hour. - Medical, dental, vision, life, and disability coverage; retirement savings programs and equity opportunities. - Flexible time off, paid holidays, a company winter break, and up to 18 weeks of paid parental leave. - Wellbeing and development stipend, home-office support, meal benefits, and weekly flexible time for self-care.