About the Opportunity
The organization is seeking a Customer Support Specialist to serve as the initial point of contact for customers, assisting them with questions regarding payer enrollment, credentialing, and platform operations. In this full-time remote role based in the United States, the specialist will handle a high volume of support inquiries, delivering accurate, clear, and prompt resolutions to foster positive customer experiences.
Reporting to the Customer Support Lead, this role collaborates closely with Customer Experience, Customer Success, Product, Operations, and Engineering teams to troubleshoot issues, coordinate escalations, and improve internal workflows and customer-facing support.
Key Responsibilities
- Manage and resolve customer inquiries related to payer enrollment, credentialing, and the platform from intake through completion.
- Maintain a high-volume support queue while meeting response time standards and customer satisfaction targets.
- Deliver timely, clear, and thoughtful communications across email and support platforms, keeping customers informed throughout the issue resolution process.
- Partner with Customer Success, Product, Engineering, and Operations teams to investigate complex challenges, coordinate escalations, and ensure timely resolution.
- Develop deep functional knowledge of platform features, operational services, and payer enrollment and credentialing workflows to provide accurate guidance and anticipate customer needs.
- Identify recurring inquiry trends, collect customer feedback, and recommend enhancements to product features, documentation, and internal processes.
Required Qualifications
- 3+ years of customer support experience.
- Hands-on experience with payer enrollment, credentialing, or related healthcare operations.
- Experience managing a high volume of inquiries using a customer support ticketing platform.
- Strong written communication skills, with the ability to explain complex technical and operational concepts clearly to both customers and internal partners.
- Demonstrated ability to prioritize competing tasks, manage time efficiently, and achieve established response and resolution benchmarks.
- Proficiency with Google Workspace tools, including Docs, Sheets, and Gmail.
- Proven problem-solving ability, including investigating root causes and seeing issues through to resolution.
- Experience utilizing AI tools to enhance efficiency in workflows, research, or troubleshooting.
Preferred Qualifications
- Customer support background within healthcare, digital health, or healthcare software-as-a-service (SaaS) environments.
- Direct experience utilizing Intercom as a support ticketing system.
Compensation and Benefits
- Base pay: $25 to $30 per hour.
- Equity offering.
- Comprehensive benefits package.
- Actual compensation is determined by multiple factors, including market data, geographic location, specific skills, qualifications, relevant experience, and role level.
Equal Opportunity and Accommodations
The hiring organization is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local, state, or federal laws, regulations, and ordinances.
Applicants requiring assistance or a reasonable accommodation during the application or hiring process may request support through the employer's designated accommodation channels.