Support Representative, Evening/Night Shift

Job Description:

  • Provide customer and patient support for inbound and outbound communications with Zeel users and network providers
  • Engage with customers, patients, and providers via text, live chat, email, and phone
  • Handle escalations with frustrated customers and providers
  • Fulfill and schedule bookings with requested providers in the Zeel network
  • Escalate top-priority, critical issues to the appropriate team
  • Improve documentation to help Zeel users help themselves
  • Collaborate with other departments and fellow associates on projects as necessary

Requirements:

  • 3-4 years of experience in a customer service role
  • Exceptional verbal & written communication skills in English
  • Experience using a ticketing system, such as Zendesk or Kustomer
  • Empathy with customers and an ability to quickly size up situations and potential issues
  • Ability to use empathy to de-escalate difficult situations
  • Obsession with customer happiness; CSAT and NPS are measured
  • Roll-up-your-sleeves mentality suited to a fast-paced startup environment
  • Ability to work evening, weekend, and holiday hours
  • Must be physically located within the United States

Benefits:

  • Flexible vacation time
  • Medical, dental & vision benefits
  • 401K (with company match)
  • Fully remote/WFH, equipment provided
  • Complimentary/discounted massages
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