Member Success Advocate
100% remote - must be based in the US
12mth initial contract (with annual rolling schedule - long term)
**Must be bilingual French (Native) speaking as the role will require you to operate on the appropriate language queues.
Schedule
- Tuesday - Saturday OR Sunday to Thursday
- Shift Starts: between 8-11 am ET
- Shift Ends: between 4-7 pm ET
Partnering up with a client seeking a Customer Advocate who thrives on delivering white-glove support to both providers and clients navigating our mental health platform. You’ll respond to questions from prospective and current members of our clients platform. You must be empathetic and solutions-driven, with the ability to clearly communicate insurance benefits and troubleshoot multi-step issues across tools and teams.
The ideal candidate is proactive, collaborative, and deeply invested in providing an outstanding experience that aligns with our mission of accessible mental health care.
What will you do?
- Respond to customer support inquiries via email (and possibly live chat or phone call in the future).
Requirements
- 1+ years of experience in a customer-facing role, preferably in a technology or healthcare environment
- Excellent verbal and written communication skills, with the ability to convey complex information clearly
- High emotional intelligence, empathy, and active listening skills
- Experience using tools like Helpscout, Zendesk, Intercom, Twilio, Aircall,and Dialpad
- Ability to manage multiple tasks, stay organized, and remain calm under pressure
- Ability to handle frequent changing priorities/directives
- Ability to work weekend shifts
Bonus (nice to have):
- Experience working for a mental healthcare platform
