Customer Support Specialist

Job description

**\*This is a fully remote role that is based in Ukraine. Job applicant must reside in Ukraine.** **Come for the mission. Stay for the experience.** Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts a huge amount of people who use Healthcare benefits in the US. Healthcare benefits are complex, underutilized and a mystery for most users in the USA. We’re removing that complexity. Our industry-changing technology solution puts a simplified benefits experience in the hands of users, saving them time and money. Following an explosive 2019 (raising $30M in Series C funding, awards for Chicago’s Best Tech Startup and Chicago’s Best Place to Work, adding 50+ key team members and more), we’re continuing down the path of high growth and high impact. **Your impact.** - **Member Care & Ticket Processing:** Assist in handling member inquiries (tickets) accurately and efficiently, ensuring members understand their benefits and feel supported. - **Smart Automation & AI:** Actively leverage automation tools and AI software to speed up resolution times while maintaining high-quality outcomes. - **Priority Management:** Assess the urgency of incoming requests to prioritize critical cases and manage escalations with empathy and objective reasoning. - **Provider & Member Outreach**: Conduct outbound calls to healthcare providers and members to help schedule appointments, verify information, and close gaps in care. - **Proactive Problem Solving:** Identify scheduling bottlenecks or workflow trends, flag issues early, and suggest improvements to team leadership. - **Member Experience**: Deliver a high-standard "WOW" service tailored to the US customer base. - **Communicate scheduling** challenges or trends that may negatively impact outcomes - **Transparent & Proactive Communication**: Keep team leadership and members updated in real time. Proactively communicate progress and flag blockers early, rather than getting stuck silently on a single ticket. - **Commitment to KPIs:** Own your daily performance targets — including number of tickets, quality scores, and member satisfaction — and take full responsibility for hitting your metrics. **Your experience and expected skill set.** - **Language Proficiency:** Upper-Intermediate+ English (B2/C1) with exceptional written and verbal communication skills. - **High Autonomy & Ownership:** Strong self-management skills — you take full responsibility for your commitments, track your own time, and deliver results without constant supervision. - **Resourceful Problem-Solving:** A "solution-first" mindset with the drive to research internal documentation, AI tools, and knowledge bases to solve issues independently before asking for help. - **Fast & Self-Driven Learning:** Ability to quickly absorb complex concepts, adapt to new processes, and continuously learn from feedback with minimal hand-holding. - **Adaptability:** Comfort navigating frequent changes, fast-paced environments, and evolving priorities without losing focus. - **Tech & AI Literacy:** Proficient computer skills and a rapid learning curve for software; hands-on experience using AI tools (ChatGPT, prompt engineering, or automation tools) is a strong plus. - **Empathy & Customer Orientation:** Genuine empathy with strong interpersonal skills; prior customer service or support experience is a major plus. **Role details.** - Working schedule 5/2 – 15:30 to 24:00; - 20 paid vacation days per 12-month period, paid days for sick leaves. **Our rewards.** Work should be meaningful and rewarding. HealthJoy offers a robust package of employee perks and benefits, including: - **Employment:** HealthJoy LLC is part of the Ukraine Diia City legal framework. On your first day, you will sign a Gig-Contract via the Vchasno system, gaining a status of a Gig-Specialist. - **Competitive compensation:** The compensation grows as you grow with HealthJoy, with the potential to double it within 1.5 years. Top performers earn KPI-based bonuses. - **Great career growth opportunities:** You will have a chance to go through a career path from Junior to Middle, and Senior Specialist, and eventually grow into a Team Leader. Alternatively, it may be possible to grow horizontally and take the position of Learning&Development Leader, Quality Assurance Analyst or Process Analyst. - **Healthcare**: As a healthcare-focused company, we provide 100% health insurance coverage for our employees, with the option to insure their family members at a reduced rate. - **Education:** Benefit from company-sponsored English classes, a corporate learning platform “Udemy” for professional development, and internal/external educational events. Our L&D department provides broad knowledge of the American healthcare system and cultural peculiarities. - **Mental health support program**: Employees have access to personal therapy sessions and additional virtual mental health lectures - all from the comfort of home. - **Company events**: To stay in touch with the team we hold happy hours,team buildings, as well as recreational events. - **Gym:** Access corporate discounts and special offers at Sport Life, one of Ukraine's largest sports hubs. - **Remote work**: Being a remote-first company, we provide the needed essential equipment for comfortable work from home (or anywhere!) **Commitment to Equal Pay** At HealthJoy, we are committed to creating a diverse and inclusive workplace where everyone has the opportunity to succeed and thrive. We believe that everyone should be paid based on their qualifications, experience, and the work that they do, and not on their gender, race, or any other personal characteristic. Our compensation practices are essential to fostering a diverse and inclusive culture where we value the contributions of all our employees. We conduct thorough annual reviews of employee pay and our pay practices to ensure we reward the right behaviors and are providing equal pay for equal work. Additionally, we assess the external market and internal equity across like roles. As part of our regular review of pay practices, HealthJoy examines employee pay for potential disparities between persons of different genders, races and ethnicities that are not explainable by objective factors such as performance, experience level, credentials, or location, and are committed to correcting any issues and reviewing practices from unintended outcomes. **Commitment to Equal Opportunity** HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law. Don’t meet every single requirement? We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. HealthJoy is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles.