Customer Care Associate
Supports Headway providers and patients through email, chat, and phone by resolving operational and technical issues, handling sensitive conversations, and identifying improvements. The role requires excellent communication, empathy, sound judgment, problem-solving ability, and weekend availability.
About the job
Responsibilities
- Support providers and patients through their Headway experience via email, live chat, and phone.
- Resolve approximately 40 provider and patient inquiries per day, including operational and technical issues.
- Consult available resources and teammates to provide clear, friendly, empathetic, and effective solutions.
- Maintain up-to-date knowledge of Headway’s product, services, and insurance practices.
- Navigate sensitive, high-pressure conversations and de-escalations calmly and professionally.
- Surface customer-experience friction and propose process and product improvements.
- Meet tactical performance and quality targets.
- Work assigned shifts, including weekend and occasional holiday coverage.
Requirements
- Outstanding verbal and written communication skills.
- Strong problem-solving ability and root-cause orientation.
- Empathy, sound judgment, discretion, and integrity in customer interactions.
- Ability to handle challenging client-facing situations and de-escalations.
- Ability to work in a fast-paced technology environment.
- Interest in or prior experience with healthcare.
- Availability for weekend shifts.
- Quiet, private workspace with high-speed internet.
Compensation
- Annual salary range: $54,400–$80,000.
Skills
Customer Support, Live Chat, Email Support, Phone Support, Problem Solving, De-Escalation, Healthcare, Insurance Practices, Written Communication, Verbal Communication
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