Customer Support Rep

Customer Support Rep

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Rep based in the United States.

This is a fully remote customer support role focused on delivering a reliable, high-quality experience to patients and healthcare professionals. You will support customers across phone, email, and chat, helping resolve questions efficiently and professionally. The role combines empathy, organization, sound judgment, and strong communication in a fast-paced healthcare environment. You will follow established workflows while using your judgment to resolve issues independently and escalate matters when needed. Accurate documentation and careful attention to service levels will be essential to maintaining continuity and a smooth customer experience. The position requires flexibility for evening and weekend coverage, including alternating weekends. It is well suited to a dependable, adaptable team player who enjoys helping people and thrives in a structured remote environment.

Accountabilities

• Support patients and doctors: Provide responsive and professional assistance through phone, email, and chat, ensuring each interaction is handled with care and clarity.
• Resolve customer questions: Address inquiries efficiently, provide accurate information, and create a positive and dependable support experience.
• Follow established processes: Apply defined workflows and procedures consistently to ensure accuracy, quality, and reliable service delivery.
• Document interactions: Record customer conversations and actions clearly to support follow-up, collaboration, and continuity of care.
• Exercise sound judgment: Resolve issues independently when appropriate and recognize when a situation requires escalation to another team member or function.
• Manage service levels: Monitor SLAs, prioritize incoming work effectively, and maintain consistent responsiveness across multiple conversations and channels.
• Contribute to the team: Support colleagues when needed, adapt to changing priorities, and contribute to a collaborative, high-performing remote support environment.
• Maintain reliable coverage: Be punctual, dependable, and accountable for assigned shifts, including required evening and weekend coverage.

Requirements

• Customer support experience: Previous experience in customer support through phone, email, chat, or a combination of channels.
• Communication: Strong written and verbal communication skills, with the ability to explain information clearly and interact professionally with a wide range of people.
• Organization: Ability to manage multiple conversations and priorities simultaneously while maintaining accuracy and attention to detail.
• Reliability: Demonstrated punctuality, consistency, and ownership of scheduled responsibilities.
• Attention to detail: Careful approach to documentation, task execution, and following established processes.
• Remote work: Experience working remotely or in a structured support environment is a plus.
• Adaptability: Comfortable adjusting to changing priorities, workflows, and shift schedules in a fast-moving environment.
• Teamwork: Collaborative mindset with a willingness to step in and support teammates when needed.
• Self-motivation: Ability to work independently, stay productive remotely, and take ownership without constant supervision.
• Coachability: Open to feedback and coaching from colleagues and leadership, with a genuine willingness to learn and improve.
• Schedule flexibility: Willingness to work evenings and weekends, including alternating weekends.

Benefits

• Compensation: Expected hourly wage of $21–$23 per hour, depending on experience and location.
• Remote work: 100% remote position within the United States.
• Structured scheduling: Consistent scheduling with evening and weekend coverage requirements, including alternating weekends.
• Mission-driven environment: Opportunity to contribute to improving access to convenient, high-quality pediatric healthcare.
• Collaborative culture: Team-oriented environment that values reliability, optimism, adaptability, and continuous learning.
• Inclusive workplace: Commitment to equal opportunity and a diverse, respectful working environment.