Customer Success Specialist

New

Remote USFull-Time

Salary not disclosed

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Job Details

Languages: Fluency in English (written and verbal) required. Bilingual proficiency in Spanish or Creole is preferred.
Required Skills: Google WorkspaceSlackZendesk

Strong verbal and written communication skills with a calm, empathetic tone.
Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion.
Strong problem-solving skills and sound judgment when offering resolutions or credits.
Highly organized with the ability to manage multiple calls, systems, and follow-ups simultaneously.
Comfortable using support platforms like Zendesk, Slack, and Google Workspace.
Accurate and thorough documentation habits, with attention to detail and data entry standards.
Ability to adapt in a fast-paced, changing environment while maintaining service quality.
Availability to work scheduled shifts that align with member demand, including some holidays and weekends as needed and assigned via shift bids.

Serve as the first point of contact for members, providing friendly, professional, and compassionate support.
Assist with scheduling, rescheduling, or canceling Papa visits based on their unique needs and preferences.
Clearly explain Papa’s services and guide members toward making the most of their benefits.
Coordinate real-time escalations with the Visit Support team.
Accurately file member complaints and concerns by creating and updating Zendesk tickets.
Use critical thinking and good judgment to offer credits as a form of service recovery.
Utilize Problem-Solving Skills: Assess member concerns, explore potential solutions, and determine the best course of action.
Maintain Accurate Records: Document all calls and interactions thoroughly in the appropriate systems.
Meet Service-Level Standards: Manage a steady volume of calls while maintaining high-quality standards.
Demonstrate Empathy and Active Listening: Engage with members in a respectful, compassionate manner.
Support Team Communication: Collaborate with internal teams through Slack and other tools.

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