Customer Care Specialist
Job Summary
To support a growing mental healthcare platform, the full-time Customer Care Specialist will guide providers and patients through their experience by resolving inquiries via email, live chat, and phone, while working remotely and being available for occasional weekend shifts.
Key responsibilities
- Deliver on the Headway promise by effectively assisting providers and patients with their issues throughout the user journey
- Resolve approximately 40 inquiries daily for providers and patients, utilizing available resources and team collaboration
- Advocate for customer experience improvements by identifying frictions and proposing process enhancements
Required qualifications
- Outstanding verbal and written communication skills
- Experience navigating sensitive client-facing situations with calm and poise
- Strong judgment and discretion in decision-making
- Proven ability to meet and exceed tactical goals
- Passion for problem-solving and finding effective solutions
Complete Job Description
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