Top Tech Jobs & Startup Jobs in Boston, MA

Conduct empathetic live conversations with clients who canceled, missed appointments, or disengaged from care. Help clients rebook, rematch with providers, understand platform tools, and navigate payor-specific programs. Document interactions for handoffs, collaborate with clinical and operations teams, resolve escalations, identify engagement barriers, and contribute to improvements in the client care experience while meeting outreach and productivity goals.

Owns the Customer Operations knowledge lifecycle, creating and maintaining guides, SOPs, decision trees, job aids, macros, and Help Center content. Translates complex policies, product changes, compliance requirements, and workflows into actionable guidance. Partners with subject matter experts, Training, Quality, Product, and Operations leaders to validate content, manage updates, support launches, measure knowledge performance, and improve governance, findability, and AI-enabled knowledge retrieval.

Provides empathetic customer support through chat, messaging, and phone for technical, insurance, billing, and platform questions. Investigates issues, resolves cases accurately, documents interactions, meets service-level and productivity goals, escalates when needed, and identifies recurring problems for process improvement. Collaborates with Support, Product, and other teams while participating in coaching and training. Remote work requires dependable scheduling, adaptability, and clear communication.

Provides empathetic customer and provider support through chat, messaging, and phone. Resolves technical, insurance, billing, and platform questions; documents interactions; meets service, quality, response-time, and productivity expectations; escalates issues when needed; participates in coaching and training; identifies recurring problems; and collaborates with Product and internal teams to improve the support experience.

Provide phone and live-chat support to clients and therapists, troubleshoot platform issues, educate customers, and advocate for their needs. Investigate root causes, collaborate with Product teams to improve the platform, meet quantitative support metrics, and adapt independently in a fast-paced remote startup environment.

Leads Learning, Content, and Quality teams within Shared Services. Owns the strategic vision, operating models, onboarding curriculum, train-the-trainer programs, knowledge bases, quality processes, performance metrics, and AI enablement strategy. The role develops high-performing teams, reduces frontline ramp time and turnover, creates closed-loop feedback systems, and aligns training outcomes with operational KPIs while scaling support operations.