CX Specialist

Role overview Provide a supportive first point of contact for clients navigating mental health care, responding to questions and resolving issues through phone, text, and email. The work combines direct client support with coordination across internal teams and practical improvements to the processes and documentation that shape the client experience.

Responsibilities - Respond to client inquiries across phone, text, and email with timely, clear, and empathetic communication. - Help clients work through questions or problems, coordinating with clinical, operations, and other teams to reach a resolution. - Build trust by providing affirming support throughout the client care journey. - Track recurring questions and feedback, then suggest ways to address common pain points. - Create and maintain process documentation, standard procedures, and communication guidance. - Identify workflow issues and help implement improvements as the support function grows.

Requirements - Two to five years of experience in customer support, client success, or another client-facing role; startup or healthcare experience is useful. - Strong written and verbal communication, with the ability to be warm, clear, and professional. - Organization and attention to detail while managing multiple priorities. - A proactive, resourceful approach to problem-solving, ownership, and changing priorities. - Interest in improving care experiences and outcomes for autistic adults.

Benefits and work setup - Weekend schedule: Saturday through Wednesday, 11 a.m.–8 p.m. Eastern Time. - Team culture emphasizes client-centered service, kindness, accountability, and continuous improvement.