Support Operations Agent at Curai Health

Curai Health is pioneering a new model of primary care, unlocked by AI, to address the biggest challenges in care delivery. By deploying machine learning into clinical workflows, Curai enables its dedicated, specially trained clinicians to deliver primary care to more people at a fraction of the cost. Easy-to-use and convenient, Curai Health partners with insurers to keep patients engaged in their care over time, improving health outcomes and reducing costs.

Our company is remote-first and we consider candidates across India.

Position Overview

We are looking for a Support Operations Agent with Voice support experience based in India to join our Operations Team. This role is responsible for delivering high-quality external customer and internal team member support. This role will provide telephone and email support to our customers and internal teams based in the US.

Who You Are

None of these individually are hard requirements, but they do describe the type of folks that we think would be most effective and happy at Curai. You:

• Have a strong orientation to Curai’s mission to make high-quality healthcare accessible to all.
• Have worked remotely before, or have a strong feeling that you'd work well with a 100% remote team, spread across multiple time zones (mostly US, but also Europe, and Asia).
• Love tackling complex problems that span multiple systems.
• Are excited to try things out to validate new features, and move on if they no longer solve a problem.
• Are able to work effectively with others. You will be working closely with other engineers, designers, product managers, and data scientists to build product features and high-quality products.
• Have demonstrated feature development ownership; you can lead by example and enjoy mentoring and inspiring other engineers.
• Value breadth of knowledge as much as specialization.
• Have informed opinions that you hold lightly.
• Are excited about getting on the speeding train that is a growing startup.
• Enjoy thinking through trade-offs, with both mindfulness of near-term needs and Curai’s long-term strategy.
• Embrace writing concise documentation so that onboarding new team members is simple and we reduce siloed domain expertise by individuals.

What You'll Do

A day in the life as a Curai Support Operations Agent is spent doing things like:

• Tackling a variety of issues for customers to resolve their concerns quickly.
• Following communication procedures, guidelines, and policies.
• Going the extra mile to engage customers and help resolve their issues.
• Handling changes in policies or renewals.
• Handling customer calls & emails with empathy, active listening, and product expertise.
• Crafting and customizing emails using personalization while maintaining the brand voice.
• Using solution-driven tactics to troubleshoot issues to provide a seamless customer experience.
• Actively listening to customer issues to diffuse or escalate as necessary.
• Capturing user feedback to help us improve our product!
• Performing against challenging goals with a best-in-class team for the efficiency & quality of work.
• Ensuring the safety of our patients' information by operating under HIPAA guidelines.
• Accurately documenting customer feedback and issues using ticketing systems.
• Autonomously handling customer requests with motivation and discipline.
• Building sustainable relationships of trust through open and interactive communication.
• Contributing to a positive and supportive team environment.

What You'll Need

We recognize not everyone will have all of these requirements. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you. You should have:

• A College degree.
• At least 7 years of overall work experience.
• 5 years of experience in the field of customer support.
• Experience with providing telephone support.

Employment Type

Full-Time

Location Type

Remote

Salary

Not specified