Client Support Specialist - After Hours

Role overview Provide a compassionate first point of contact for people seeking mental health support. The role combines needs assessment, guidance to appropriate care, safety triage, and help with benefit, product, and technical questions. Work takes place in a high-volume contact center, handling phone, email, and chat conversations while coordinating with clinical teams when concerns need escalation.

Responsibilities - Assess client needs and explain available care options and benefits in a clear, supportive way. - Connect clients with appropriate services and next steps in their care journey. - Recognize potential safety concerns, conduct initial risk triage, and escalate to clinical teams when needed. - Resolve benefit, product, and technical questions across calls, email, and chat. - Manage a busy queue, shift between channels, and maintain accurate, warm communication. - Use feedback and self-assessment to improve service, while collaborating within a structured team.

Requirements - At least one year of customer support, customer service, or other high-touch service experience. - Strong writing and communication skills, with the ability to convey information concisely and warmly. - Sound judgment in recognizing safety concerns and escalating them appropriately. - Ability to handle high-volume work across multiple channels and learn customer relationship management tools quickly. - Availability for evening, weekend, and holiday coverage, with flexibility around shifts.

Nice to have Remote-work experience, familiarity with tools such as Zendesk or Salesforce, and background in healthcare, technology, or collaborative support across teams.

Benefits and work setup The role follows one of two overnight schedules: Monday–Friday or Sunday–Thursday, 7:30 p.m.–4:00 a.m. Pacific, or Tuesday–Saturday, 7:30 p.m.–4:00 a.m. Pacific. The stated base rate is $24 per hour. Benefits include health coverage, paid leave, retirement benefits, a monthly technology allowance, and access to coaching and therapy services.