At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 

Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.

Role Overview

As the primary contact for our users, the Customer Support Specialist II provides outstanding service by answering questions, assisting with user onboarding, handling issues, and troubleshooting problems with our products and services. In addition to assisting our users, the Customer Support Specialist II acts as a subject matter expert and liaison with internal teams to optimize service delivery and product improvements. Additional responsibilities include being the first responder for team members to provide additional support when necessary and to ensure policies and procedures are followed. This role sits within the Customer Success department and reports to the Manager of Customer Support. Success in this role is demonstrated by providing an unparalleled level of service to users, exhibiting deep product expertise, adherence to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics.

Areas of Responsibility: 

Provides exceptional service to users (40%)

• Serve as the Tier 2 point of contact for complex user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely, polite and professional manner.
• Work directly with internal and external users on critical / escalated issues.
• Troubleshoot and resolve these challenges through comprehensive problem analysis exercising good judgement and discretion.
• Manage, track, process and assign tickets daily.
• Contribute to expedient issue resolution by giving in-person, hands-on support to Tier 1 personnel.
• Ensure user needs are top priority and appropriately escalated when applicable.
• Recognize, document, and alert on trends.
• Contributes towards content development of self-service tools for end users as required.

Serve as a product and service expert (30%)

• Serve as the expert in our product and services for external and internal users.
• Represent the voice of users to provide feedback to internal teams helping to improve overall experience and product.
• Assist in training and development of new hires for tier 1 personnel, create trainings and support materials.
• Participate in various projects within the team or department to improve service delivery.

Achievement of performance and metrics (30%)

• Adhere to department and company procedures, guidelines and policies.
• Meet or exceed individual/team performance metrics, user inquiry volumes, and customer contractual service level agreements.
• Achieve desired quality of service and help to identify potential risks as they emerge.
• Working independently and with Management to continuously improve and or create process and procedures.

Education, Experience, & Skills Required:

• Bachelor’s degree and 1-2 years experience in a customer success or customer support capacity.
• Exceptional interpersonal communication skills (incl. verbal and written); strong phone skills (diction, active listening, professional phone voice), and fluency in Spanish or Haitian Creole a plus but not required.
• Strong problem-solving skills and the ability to think critically while working in a fast-paced environment.
• Data driven; demonstrates ability to identify strategy and actionable recommendations.
• High degree of technical proficiency with online tools and systems; familiarity with Google Suite and CRM systems, Zendesk and Salesforce are a plus!
• Strong time management skills, decision making skills, and organizational skills with excellent attention-to-detail.
• Participate in on-call rotations (some holidays as assigned) to respond to urgent issues when they arise; exhibit general flexibility to shift changes.
• Flexible to work 11:30am- 8pm shift

Behaviors & Traits Required:

• Outgoing, friendly, and compassionate personality.
• Independently identifies end user needs/challenges through active listening and resolution; building positive engagement through interaction.
• Strong demonstration professional behavior and of the company’s core values of Tenacity, Collaboration, and Humility 
• "No task is too small" attitude, with a passion for service excellence, receptivity to learning opportunities, and ability to identify areas for improvement.

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.