Part Time Backup Care Support Specialist
New
W
WellthyCaregiving, Benefits Administration
Remote and US states based opportunityPart-TimeMiddle
Salary19 - 22 USD per hour
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Job Details
- Experience
- 1-3 years
- Required Skills
- Google WorkspaceSlackZendeskCustomer support
Requirements
- 1-3 years of experience in front-line member support, customer service, or administrative roles.
- Associate degree or equivalent education.
- Previous experience working remotely.
- Familiarity with employee benefit programs, including day usage rules, reimbursement processes, and eligibility checks.
- Proficiency with macOS, GSuite, Slack, Zoom, 1Password, and Intercom.
- Strong real-time problem-solving skills with the ability to meet Service Level Agreements (SLAs).
- Ability to work from a private, secure, distraction-free home office with a strong internet connection.
- Comfort with emerging technology and AI tools for workflow efficiency.
- Excellent communication and empathy skills for de-escalating sensitive situations.
Responsibilities
- Deliver a responsive experience to members navigating Back Up Care (BUC) via email, phone, live chat, and Intercom.
- Resolve member and caregiver questions regarding reimbursement, provider status, and platform account issues.
- Triage and escalate urgent care needs, such as same-day dispatch or caregiver no-shows, to the on-call BUC Specialist.
- Maintain clean Intercom tagging and documentation to facilitate fast escalations.
- Surface recurring pain points such as platform bugs or policy confusion to leadership to drive root-cause fixes.
- Collaborate with the BUC team in regular syncs to review policy changes and service metrics.
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