CX Specialist

Job description

Prosper Health is on a mission to make life happier and healthier for autistic and neurodivergent adults. Despite autism diagnoses increasing more than 5x in the past 25 years, autistic adults have been systematically overlooked. This has led to extremely poor outcomes, including high rates of co-occurring mental health conditions and a lower life expectancy. Prosper is here to change that. We deliver specialized mental health services for autistic adults, covered by insurance. We've helped tens of thousands of people receive an autism diagnosis for the first time, work with neurodivergent-affirming therapists, and find belonging through community. Our outcomes meaningfully outperform traditional care for autistic adults, with substantially greater improvements in mood, anxiety, and quality of life. Prosper is growing 3x year over year and are at mid-double-digit millions in run-rate revenue, with thousands of active clients and 400+ clinicians. We're a high-ownership, mission-driven team, building something that has never existed for autistic and neurodivergent adults. ## About the Role Our Client Experience team is crucial to making our clients feel supported throughout their care journey — managing inbound phone, text, and email communication while ensuring every interaction is thoughtful, timely, and empathetic. We believe in putting clients first, and that philosophy shapes everything we do. Every conversation matters because the people on the other end deserve exceptional care. As our Client Experience Specialist, you'll be the primary point of contact for our clients, helping them navigate questions, solve problems, and feel genuinely supported every step of the way. You'll work closely with teams across the company to ensure issues are resolved quickly while continuously looking for ways to improve the client experience. This isn't a role where you're simply answering tickets. As a growing startup, we're constantly building better systems and processes, and you'll have the opportunity to help shape how our Client Experience function scales. If you notice something isn't working, you'll be empowered to improve it—whether that's documenting a better process, identifying a recurring client pain point, or partnering with teammates to implement a solution. The ideal person for this role genuinely enjoys helping people. They're highly organized, communicate with warmth and clarity, and are energized by solving problems in fast-moving environments. They take ownership of their work, embrace ambiguity, and are always looking for ways to make the client experience even better. ## You Will - Serve as the primary point of contact for clients across email, phone, and text, providing prompt, thoughtful, and personalized support. - Build trusted relationships with clients by creating a supportive, affirming experience throughout their journey with Prosper. - Partner cross-functionally to resolve client questions efficiently, coordinating with clinical, operations, and other internal teams when needed. - Identify recurring client questions, feedback, and pain points, and proactively recommend improvements that enhance the overall client experience. - Create and maintain documentation, SOPs, and communication best practices as we continue to scale. - Continuously improve our workflows and systems by identifying inefficiencies, proposing solutions, and helping implement better ways of working. - Contribute to a collaborative, high-performing team that is constantly raising the bar for client experience. ## About You - Bring 2–5 years of experience in a client-facing, customer support, or client success role, ideally in a fast-paced startup or healthcare environment. - Exceptional written and verbal communication skills, with the ability to communicate clearly, empathetically, and professionally. - Naturally organized and detail-oriented, with the ability to manage multiple priorities without losing sight of the client experience. - Resourceful and proactive—you take ownership of problems, navigate ambiguity well, and look for opportunities to improve how work gets done. - Passionate about delivering exceptional client experiences and motivated by improving outcomes for autistic adults. - Excited by startup environments where priorities evolve quickly and everyone contributes beyond their core responsibilities. ### More about Prosper Health - Our culture is a unique mix of thoughtfulness, kindess, and high-performance. We set ambitious goals and hold ourselves accountable to achieving them. - We always ensure that we integrate perspectives from experts in our space, including clinicians and autistic self-advocates. - Our team members come from places such as Bain, McKinsey, BCG, FirstHand Health, Rula, SeatGeek, Benchling, and schools like Harvard, MIT, Stanford, Yale, Penn, Dartmouth, Northwestern, Vanderbilt, and more. - Here are a few of our favorite operating principles: - **Clients first** - Our job is to solve real problems for our clients. Choose what makes life better for the client, even if it’s harder for us. Never lose sight of the person on the other side. - **Find a Way** - We use ingenuity, scrappiness, and determination to bend the world to accomplish our goals. We’re resourceful and do more with less. - **Raise the Bar** - We grow deliberately, by asking how things can improve and by giving and seeking feedback. We insist on the highest standards and keep pushing them higher. - **Be a Good Person** - Be kind, be honest, and make it fun to work here. Tell the truth even when it’s uncomfortable. Treat people with respect and go out of your way to do nice things for your teammates.