At Wellthy, we dream of the day when taking care of the sick and the elderly becomes seamlessly human and tech powered. Wellthy is evolving the way we take care of each other. We are building a better healthcare experience for people with complex, chronic, and aging concerns.
Providing exceptional customer service is a part of what makes Wellthy unique. Today, there are various ways of communication outreach from prospect customers, applicants for jobs, investors, partners and others looking to learn more. In the Customer Support Specialist role, you will help streamline inbounds across the different channels of communication we see today and anticipate in the future. In addition, you will be an integral part of ensuring a strong member experience.
Duties
- Provide support on customer support schedule, handling inbound calls to Wellthy’s main phone line and live-chat messages
- Navigate member-related issues and questions as it relates to their care experience or platform challenges
- Stay up to date on cross-functional team updates that pertains to potential inbounds
- Track all member-related inbounds via Zendesk with the ability to respond to questions from internal stakeholders
- Share weekly team insights and ideas for growth and scale
- Take part in piloted opportunities that may require flexibility and new processes
- Provide support on general adviser tasks in accordance to capacity and areas of expertise (i.e. faxing)
Departmental Requirements and Preferences
We are prioritizing candidates with heavy experience in Customer Support roles, handling high volume of inbound calls and emails.
- Bilingual preferred (Spanish)
- Work experience in healthcare or caregiving customer service field, or technical experience preferred
- Bachelor’s degree or equivalent years experience required
- Flexible schedule with the ability to work 5 hours per day between 2-10pm.
- Proficiency with macOS systems, GSuite, Slack, and 1Password
- Proficiency with Zendesk, call-center model (preferred), and live-chat
Location
This is a remote position, so you can work from any location that is:
- Private, with secure (not public) internet and phone access
- Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating
Training
In the first two weeks as a Customer Support Specialist, you will participate in various training exercises. As well, ongoing training and shadowing will take place throughout your first few months here at Wellthy. This will be inclusive of standard customer service, external tools, and technical support initiatives.