Customer Support Specialist

4 weeks ago
Contract
Entry Level
Customer and Technical Support
HealthJoy

HealthJoy

HealthJoy simplifies healthcare with a platform connecting employees to care, offering access to doctors, concierges, and insurance experts. Centralizing benefits, saving costs, and increasing satisfaction, HealthJoy's mobile app guides users to the ri...

Insurance
251-1K
Founded 2014
$108M raised

Description

  • Process member support tickets accurately and efficiently.
  • Use automation and AI tools to accelerate resolutions while maintaining quality.
  • Assess request urgency, prioritize critical cases, and manage escalations empathetically.
  • Call healthcare providers and members to schedule appointments, verify information, and close care gaps.
  • Identify scheduling bottlenecks and workflow trends, escalating issues and suggesting improvements.
  • Deliver high-quality customer service tailored to US members.
  • Communicate progress, scheduling challenges, and blockers proactively to members and leadership.
  • Own daily performance targets, including ticket volume, quality scores, and member satisfaction.

Requirements

  • Must reside in Ukraine; the role is fully remote.
  • Upper-Intermediate to advanced English proficiency (B2/C1), with excellent written and verbal communication.
  • Strong self-management, autonomy, time tracking, and accountability for results.
  • Resourceful, solution-first problem-solving skills using documentation, knowledge bases, and AI tools.
  • Ability to learn quickly, adapt to new processes, and incorporate feedback independently.
  • Comfort working in a fast-paced environment with changing priorities.
  • Proficient computer skills and ability to learn new software quickly.
  • Hands-on experience with AI tools, ChatGPT, prompt engineering, or automation is preferred.
  • Empathy and strong interpersonal skills; customer service or support experience is preferred.
  • Availability for a 5/2 schedule from 15:30 to 24:00.

Benefits

  • 20 paid vacation days per 12-month period and paid sick leave.
  • Competitive compensation with potential to double within 1.5 years and KPI-based bonuses for top performers.
  • Career advancement opportunities from Junior Specialist through Team Leader, plus lateral paths in learning and development, quality assurance, and process analysis.
  • 100% employee health insurance coverage, with discounted family-member coverage.
  • Company-sponsored English classes, Udemy access, and professional development events.
  • Personal therapy sessions and virtual mental health lectures.
  • Remote-first work with essential home-office equipment.
  • Corporate gym discounts, team events, and recreational activities.

Interested in this position?

Apply directly on the company website

Apply Now

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