Customer Care Associate

Headway
United States
Workplace: RemoteFull timeUSD 54,400 - 80,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","De-escalation","Judgment","Problem-solving","Customer focus"]

Guide providers and patients through their Headway experience by resolving operational and technical issues via email, live chat, and phone. Handle roughly 40 inquiries daily with empathy, clear communication, and calm de-escalation. Collaborate with the CX team to escalate and improve processes based on customer frictions, while continuously learning Headway’s evolving product and insurance practices. Weekend availability is required as support hours expand.

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FursaFursa
Headway
Headway
5 days ago

Customer Care Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Guide providers and patients through their Headway experience by resolving operational and technical issues via email, live chat, and phone. Handle roughly 40 inquiries daily with empathy, clear communication, and calm de-escalation. Collaborate with the CX team to escalate and improve processes based on customer frictions, while continuously learning Headway’s evolving product and insurance practices. Weekend availability is required as support hours expand.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Deliver on the Headway promise by effectively and empathetically helping providers and patients through issues along their user journey.
  • •Resolve provider and patient inquiries (~40/day) via email, live chat, and phone, using available resources and your team.
  • •Continuously learn and upskill to stay current on Headway’s evolving product and service and insurance practices.
  • •Advocate for providers and patients by surfacing customer experience frictions and proposing process and product iterations.
  • •Support expanded coverage requiring weekend availability based on listed support hours.

Pay and Benefits

Salary: USD 54,400 - 80,000 annually
Equity and Bonus:Equity
Perks:EquityRemote Work

Key Requirements

  • •Outstanding verbal and written communication skills with a succinct, friendly, empathetic, and solution-oriented approach.
  • •Ability to navigate sensitive, high-pressure client-facing conversations and perform de-escalations calmly and optimistically.
  • •Good judgment and discretion, leading with integrity and making thoughtful decisions with positive intent.
  • •Competitive drive to meet and exceed tactical goals while maintaining high-quality work.
  • •A passion for problem-solving and finding root-cause, elegant solutions for customers.
Experience:Healthcare techMental health
Skills:CommunicationEmpathyDe-escalationJudgmentProblem-solvingCustomer focus

Company Brief

Headway
Headway is a technology-driven mental health platform that connects patients with licensed therapists and streamlines insurance-based mental healthcare access for providers and practices across the United States.
Industry: Mental Health
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: New York, United States
Founded: 2017
Website