Customer Support Specialist - Spanish Speaking

| Greater Boston Area
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 end-users, the Customer Support Specialist 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 acts as a subject matter expert and liaison with internal teams to optimize service delivery, internal processes, and product improvements. This role sits within the Customer Success Organization 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%)

  • Handle user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely, polite and professional manner.
  • Listen to users; identify, research, and understand their needs; resolve user issues.
  • Assist users with onboarding onto the mobile app.
  • Ensure user needs are top priority and appropriately escalated when applicable.
  • Recognize, document, and alert on trends.

Serve as a product and service expert (30%)

  • Become an expert in our product and services and be comfortable walking others through it.
  • Represent the voice of users to provide feedback to internal teams helping to improve overall experience.
  • Support internal process improvements by making recommendations for documentation, training and support materials

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 client contractual service level agreements.
  • Achieve desired quality of service required by standard operating procedures and help to identify potential risks as they emerge.

Education, Experience, & Skills Required

  • Bachelor’s degree and 1-2 years experience in a professional setting.
  • 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.
  • 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

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 professional behavior and demonstration of the company’s core values of Tenacity, Collaboration, and Humility.
  • Data driven; demonstrates ability to identify strategy and actionable recommendations.
  • "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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

An Insider's view of Wellframe

What are some social events your company does?

Wellframe’s social events go beyond the regular happy hours (which we also do). Earlier this week, my team went bowling; with the Women of Wellframe group, we watched Ocean’s 8 together and have a potluck picnic coming up; and later this summer, we’ll all indulge in a beach day. It’s all made me feel a part of the company even as a new member.

Fabiola

Client Operations Associate

What's the biggest problem your team is solving?

Wellframe's engineering team is passionate about blending data, cutting edge technologies and security to build products that have a direct positive impact on patients' quality of life. To that end, we are currently designing the next generation of our architecture while expanding our infrastructure.

Mohammad

CTO

What is your vision for the company?

We see an opportunity over the coming years to work with more and more organizations that allow us to impact more patients more profoundly, and so we are investing a lot to not only grow commercially and bring on more clients and new partnerships, but to take on more ownership over helping our partners engage more with their patients or members.

Jake

President & CEO, Co-Founder

What makes someone successful on your team?

Tenacity: We go the extra mile to make our partners successful and inspire each other with our thirst for excellence.
Collaboration: We work constructively across disciplines to solve hard problems together.
Humility: We are never finished learning and growing, and we value the perspective and experiences of those around us.

Evan

Senior Director of People & Culture

What are Wellframe Perks + Benefits

Wellframe Benefits Overview

Wellframe recognizes that an employee benefits program is necessary for the health and well-being of our employees and their families. We are pleased to offer our employees one of the most competitive and comprehensive benefits packages in the industry.

Culture
Volunteer in local community
Wellframe participates in quarterly volunteer activities. In the past we've volunteered at More than Words, Community Servings, Boston Healthcare for the Homeless and West End Boys and Girls Club.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Task forces across the company work on meeting culture, best way to streamline communications and Health Equity.
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Interview training is conducted at Wellframe 1-2 a year to minimize bias in the interview process.
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Wellframe participates in diverse career fairs as well as provides anti-bias training for the company.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Restricted work hours
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Wellframe hosts Lunch and Learns once a month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
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