Customer Support Specialist
AffiniPaySalary not specified
Full Time
Mid-level (3 to 4 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare, HealthtechIndustries
Requirements
- 3+ years of experience providing customer or client support, ideally within a high-growth startup, healthcare, or technology environment
- Proficiency with Zendesk (or a similar help desk platform) for ticket management, macro creation, and reporting
- A proven track record of maintaining high customer satisfaction (CSAT/NPS) scores and managing a fast-paced queue
- Exceptional written and verbal communication skills with a meticulous attention to detail
- An independent and critical thinker who is comfortable operating in an environment where processes are constantly being optimized and defined
- Proficiency in leveraging data (e.g., ticket volume, resolution time) to drive process improvements
Responsibilities
- Deliver high-quality support: Provide empathetic, timely, and resolutions-focused client support to our clients across all communication channels (email, chat, phone)
- Timely situation resolution: Troubleshoot complex client issues through both independent and cross-functional problem-solving to deliver high-quality responses within a timely manner
- Template and documentation development: Create, refine, and maintain a library of support templates, internal knowledge base articles, and client-facing FAQs to improve response time and streamline knowledge dissemination
- Scaling support operations: Proactively identify, standardize, and automate support processes to drive efficiency and deliver great client outcomes at scale
- Leverage technology to drive efficiency: Use platforms, like Zendesk, to manage the ticket lifecycle from intake to resolution, ensuring accurate logging and reporting of all client interactions
- Collaboration: Work closely with Operations and Clinical teams to communicate client feedback, reproduce bugs, and advocate for user needs
Skills
Zendesk
Client Support
Troubleshooting
Knowledge Base
Process Automation
Ticket Management
Customer Service
Pomelo Care
Personalized healthcare for pregnancy and newborns
About Pomelo Care
Pomelo Care provides personalized healthcare services for pregnant individuals and newborns. The company combines traditional medical practices with advanced technology to improve health outcomes for families. Their services are designed to be accessible and focus on evidence-based care, ensuring that expectant mothers and their newborns receive the best possible support. Unlike many competitors, Pomelo Care emphasizes a tailored approach to healthcare, integrating technology to enhance the patient experience. The goal of Pomelo Care is to create a supportive environment that promotes the health and well-being of families during pregnancy and early childhood.
New York City, New YorkHeadquarters
2021Year Founded
$84.6MTotal Funding
SERIES_BCompany Stage
HealthcareIndustries
11-50Employees
Benefits
Health Insurance
Company Equity
Paid Vacation
Risks
Competition from similar maternity care providers may reduce Pomelo's market share.
Operational challenges from integrating The Doula Network could affect service delivery.
Regulatory scrutiny on virtual healthcare may increase compliance costs for Pomelo.
Differentiation
Pomelo Care combines virtual and in-person maternity services, unique in the industry.
The acquisition of The Doula Network enhances Pomelo's comprehensive care model.
Pomelo uses data science to improve maternal and infant health outcomes.
Upsides
Increased demand for telehealth boosts Pomelo's virtual care services.
Expansion of Medicaid coverage offers Pomelo new market opportunities.
Growing interest in personalized healthcare aligns with Pomelo's service model.
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