Customer Support Specialist

About Take Command
Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let's be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

We are seeking a friendly, proactive, and detail-oriented Customer Support Specialist to join our team. You will serve as the frontline support for clients, client employees, and Benefit Consultants, helping them navigate our platform and benefits solutions via phone, chat, email, and internal ticketing systems. Your goal is to deliver exceptional service, resolve inquiries efficiently, and contribute to an improved customer experience.

Duties & Responsibilities

• Act as the frontline support team for clients, employees of clients, and Benefit Consultants on our platform through ongoing phone support, chat support, emails, and internal ticketing support.
• Answer questions for existing and new clients about the details of how HRAs work, their specific benefits, and how to use our platform.
• Support our clients' employees as they navigate a new benefits solution by providing a friendly attitude, clear guidance, technical support, and confidence in our ability to serve them well.
• Create & manage processes for triaging & escalating support requests, via chat, that builds confidence in the customer that we can help in a timely and efficient manner, even in our busiest seasons.
• Gather & organize meaningful client feedback and represent the "voice of the customer" internally, to help us improve the customer experience & scale support operations so we can keep growing.

Competencies & Qualifications

• Customer service experience required.
• A proactive & positive personality with organizational skills, great people skills, an extremely friendly attitude, and a desire to problem-solve.
• Excellent written communication skills in English. We're solving a complex problem, and it takes patience and the ability to explain complex ideas in simple, understandable ways to make our clients feel comfortable and confident.
• A mix of technical & people skills. You'll be navigating our database and getting familiar with some HRA regulations, but ultimately, we're first and foremost relying on you to represent the company to our clients and keep them happy.
• A basic knowledge and understanding of tables, Excel, and algebra. Being able to quickly gather info, organize it, calculate it, and communicate it in a clear and concise manner so our customers understand it.
• Experience in health insurance is a plus but not necessary (we can teach you if you're willing to learn).

Compensation:
$23/hr plus a potential 5% annual bonus

Working at Take Command
We're excited to build a team and culture that reflects our values We offer competitive pay and health benefits to share with this position.

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that's so exciting and rare
• Unlimited personal vacation in addition to regular company holidays.
• 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff
• We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas. The kitchen is well-stocked and we've designed the space to have lots of different areas to work--lounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms
• Paid parental leave for new parents.
• Flexible on where you work – we hope to see you around the office on average 3 days a week especially when white-boarding or building relationships with your colleagues, but you also have the ability to work from home or wherever you'd like when you need to get focus work done.

More About Us
We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we're the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients' wellbeing and health outcomes.

We've been featured in
The New York Times
,
The Wall Street Journal
,
The Dallas Morning News
, and other national healthcare publications and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company's success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.

This has mostly been about us, but we'd love to hear from you--we can't wait to hear your story

• Take Command is an equal opportunity employer We celebrate diversity and are committed to creating an inclusive environment for all employees.