Customer Success Specialist I
New
P
PapaHealthcare services
Remote, USFull-TimeEntry
SalaryCompetitive salary and equity package
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Job Details
- Languages
- Fluency in English (written and verbal) required. Bilingual proficiency in Spanish or Creole is preferred.
- Required Skills
- DocumentationProblem SolvingGoogle WorkspaceSlackZendeskHIPAAActive listeningCustomer support
Requirements
- Demonstrate strong verbal and written communication skills with a calm, empathetic tone.
- Actively listen and de-escalate sensitive situations with professionalism and compassion.
- Use sound judgment and problem-solving skills when resolving concerns or offering credits.
- Manage multiple calls, systems, and follow-ups while staying organized.
- Use support platforms such as Zendesk, Slack, and Google Workspace.
- Maintain accurate, thorough documentation and attention to detail in data entry.
- Adapt to a fast-paced, changing environment while maintaining service quality.
- Be available for scheduled shifts aligned with member demand, including some holidays and weekends as needed and assigned via shift bids.
- Meet work-from-home requirements, including a hardwired (Ethernet) internet connection and a distraction-free workspace during scheduled hours.
- Fluency in English, written and verbal, is required.
- Bilingual proficiency in Spanish or Creole is preferred.
Responsibilities
- Answer inbound member calls as the first point of contact and provide professional, compassionate support.
- Schedule, reschedule, and cancel Papa visits based on members’ needs and preferences.
- Explain Papa’s services and help members understand how to use their benefits.
- Coordinate real-time escalations with the Visit Support team and social navigation team when additional care is needed.
- File member complaints and update Zendesk tickets with accurate documentation.
- Use judgment to offer service-recovery credits when appropriate.
- Document calls and interactions in the appropriate systems.
- Meet service-level standards while handling a steady volume of calls and protecting sensitive member information.
- Collaborate with internal teams through Slack and other tools to support timely responses and handoffs.
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