Customer Support Specialist II
4 days ago
Type of Support: Email, Chat, and/or Phones
Contract duration: Full-time
Training Schedule: Mon - Fri, 9a-6p Eastern Time
Work Schedule: TBD after training
Work type and Location: US - NC, US - ID, US - Any
Expected start date: 07/24/2025
About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
The Role
Do you have an email and/or live chat customer support background? Do you have knowledge and experience in insurance/healthcare? Do you enjoy working remotely?
Our partner is growing a mental healthcare system with the goal of expanding access to mental healthcare. We are looking for a Customer Support Specialist who will work with clients, providers, and insurance carriers to ensure they provide the best experience possible through email and live chat.
This team’s mission is to deliver on the partner’s promise to clients and providers. You will ensure this mission through one-on-one interactions via email, live chat, and/or outbound phones. You will guide customers through any challenges using the platform and resolve their operational and technical issues. You will consistently identify trends or patterns in our providers' and clients’ experience and advocate for process and product changes to remove any friction, creating a delightful experience.
What You’ll Do:
- Helping clients gain access to mental healthcare through email, chat, and/or phones
- Troubleshooting platform issues for clients and providers
- Educating users on platform navigation
- Facilitating communication between clients and providers to arrange care
- Collaborating with insurance agents to verify plan benefits and status, relaying this information to clients and providers
- Explaining benefit details and out-of-pocket costs according to the client's plan
- Supporting clients in finding the best provider who meets their needs
- Triaging high-urgency customer situations with clear, empathetic, and solution-oriented communication
- Advocating for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of the partner’s mission
- You perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management
- You may flex between program duties and provide ad hoc support for program-specific projects, products, queues, and coverage
- Depending on business needs and the needs of our partner, occasional shift realignments, holiday coverage, and schedule assignments are subject to change at any time and require your ability to meet assigned schedules
- Working closely with teammates to relay accurate information to patients and providers
What We Expect From You:
- 1 year (minimum) experience in phone, email, and live chat in a Customer Support role
- Adaptability and eagerness to take on additional lines of communication
- Excellent written communication skills and comfort with sensitive conversations
- Strong empathy, communication, and listening skills
- Self-drive, attention to detail, and quick to learn new, constantly changing information
- An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
- Passion for expanding access to mental health care
- Willingness to travel occasionally to a company hub
- Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus
What You’ll Get In Return:
- Full-time with the potential for overtime if requested
- Competitive compensation based on experience
- Attractive benefits package including medical, dental, and vision options based on location
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change.
- Manifest trust - Trust is the bond that allows us to work at our highest levels as members of a team in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues.
PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging, and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, which are consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact careers@partnerhero.com.
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.
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