Customer Support Specialist
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Job Description
Customer Support Specialist resolving member tickets and coordinating healthcare appointments. Supporting HealthJoy’s mission to simplify complex US healthcare benefits for members.
Responsibilities:
- Handle member inquiries and tickets accurately and efficiently
- Help members understand their healthcare benefits and feel supported
- Leverage automation tools and AI software to speed up resolution times
- Assess urgency of incoming requests and prioritize critical cases
- Manage escalations with empathy and objective reasoning
- Conduct outbound calls to healthcare providers and members
- Help schedule appointments, verify information, and close gaps in care
- Identify scheduling bottlenecks and workflow trends
- Flag issues early and suggest improvements to team leadership
- Deliver high-standard “WOW” service to the US customer base
- Communicate scheduling challenges or trends that may negatively impact outcomes
- Keep team leadership and members updated in real time
- Proactively communicate progress and flag blockers
- Own daily performance targets, including ticket volume, quality scores, and member satisfaction
- Meet assigned KPIs
Requirements:
- Must reside in Ukraine
- Upper-Intermediate+ English (B2/C1)
- Exceptional written and verbal communication skills
- Strong self-management and ownership skills
- Ability to track own time and deliver results without constant supervision
- Solution-first problem-solving mindset
- Ability to research internal documentation, AI tools, and knowledge bases independently
- Ability to quickly absorb complex concepts and adapt to new processes
- Ability to continuously learn from feedback with minimal hand-holding
- Comfort navigating frequent changes, fast-paced environments, and evolving priorities
- Proficient computer skills
- Ability to rapidly learn new software
- Hands-on experience using AI tools, ChatGPT, prompt engineering, or automation tools is a strong plus
- Genuine empathy and strong interpersonal skills
- Prior customer service or support experience is a major plus
Benefits:
- 20 paid vacation days per 12-month period
- Paid sick leave
- 100% health insurance coverage for employees
- Option to insure family members at a reduced rate
- KPI-based bonuses for top performers
- Career growth opportunities from Junior to Middle, Senior Specialist, and Team Leader
- Horizontal career opportunities in Learning & Development, Quality Assurance, or Process Analysis
- Company-sponsored English classes
- Corporate Udemy learning platform
- Internal and external educational events
- Training on the American healthcare system and cultural peculiarities
- Personal therapy sessions
- Virtual mental health lectures
- Company happy hours, team buildings, and recreational events
- Corporate discounts and special offers at Sport Life
- Essential equipment for comfortable remote work
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