Customer Care Associate

Role overview A growing mental health technology platform is hiring a Customer Care Associate to support both therapists using its practice software and the patients they serve. The role centers on resolving inquiries quickly and empathetically across email, live chat, and phone, while helping surface product and process improvements. It is a high-volume, mission-driven support position inside a fast-paced healthcare technology environment.

Responsibilities - Handle approximately 40 provider and patient inquiries per day through email, live chat, and phone, guiding users through operational, technical, and insurance-related questions. - Deliver clear, friendly, and effective support that resolves issues on first contact and leaves customers feeling well cared for. - Stay current on an evolving product, internal tooling, and insurance workflows through continuous learning and upskilling. - Proactively surface friction points in the customer experience and recommend process or product changes that improve outcomes for providers and patients. - Operate within an expanded schedule that includes weekend and holiday shifts, with weekday and weekend coverage windows required.

Requirements - Strong written and verbal communication skills, with an emphasis on being clear, empathetic, and solution-oriented. - Demonstrated ability to navigate sensitive or high-pressure conversations and de-escalate with calm and poise. - Sound judgment, discretion, and integrity when handling confidential information and complex customer situations. - A competitive, results-driven approach with a track record of meeting or exceeding quality and performance targets. - Strong problem-solving instincts and a passion for getting to the root cause of customer issues. - Interest or prior experience in healthcare, comfort working in a fast-paced technology environment, and a quiet home workspace with reliable high-speed internet.

Nice to have - Prior customer support experience, ideally in a high-volume contact center or technology company. - Familiarity with insurance administration, credentialing, claims, or payment workflows. - Experience supporting both consumer and professional users on a single platform.

Benefits and work setup - Full-time position open to candidates anywhere in the US, working remotely. - Optional access to in-person offices in New York City or San Francisco. - Schedule includes weekday and weekend shifts; weekend and holiday availability required.