Client Support Specialist

LE027 Rivet Health LLC; Boston (MA); On-site; USD 26,174 - 33,062; Full time

Benefits offered by this job

401(k) plan with employer match

Flexible paid time off

Health benefits including medical, dental, vision

Job summary

LE027 Rivet Health LLC is seeking a Chat Support Specialist to serve as a primary point of contact for clients. In this role, you will provide exceptional support via chat and email, troubleshoot inquiries, and ensure a positive customer experience.

The ideal candidate must have strong communication skills and the ability to manage multiple priorities. Benefits include a 401(k) plan, flexible paid time off, and comprehensive health coverage.

Qualifications

• 1+ year of customer service experience or 3+ years of relevant experience.
• Experience in digital communication preferred.
• Strong attention to detail and organizational skills.

Responsibilities

• Respond to client inquiries via chat and email.
• Troubleshoot client issues and identify solutions.
• Document client interactions and troubleshooting steps.

Skills

Strong written and verbal communication skills

Excellent problem-solving and critical-thinking abilities

Ability to manage multiple priorities

Customer-focused mindset

Proficiency using AI tools

Education

Associate degree or High School Diploma/GED with relevant experience

Tools

CRM systems

ticketing platforms

Job description

Position Overview

The Chat Support Specialist serves as a primary point of contact for clients, delivering exceptional support through chat and email channels. This role is responsible for troubleshooting issues, resolving client inquiries, researching account and system-related concerns, and ensuring a positive customer experience. The ideal candidate is a strong communicator with excellent problem‑solving skills who can effectively manage multiple priorities in a fast‑paced environment.

What You’ll Do

• Respond to client inquiries via chat and email in a timely, professional, and customer‑focused manner.
• Provide accurate information and support regarding products, services, and processes.
• Troubleshoot client issues and identify appropriate solutions using internal tools and resources.
• Investigate and resolve client concerns while delivering a positive support experience.
• Research account, data, and system‑related issues to determine root causes and next steps.
• Collaborate with internal teams to resolve complex client inquiries and service requests.
• Clearly communicate issue status, resolutions, and follow‑up actions to clients and stakeholders.
• Document client interactions, troubleshooting steps, and resolutions within support systems.
• Identify recurring client issues and provide feedback to improve processes, documentation, and overall service quality.
• Maintain a strong understanding of company products, services, and support procedures.
• Meet established performance goals related to quality, productivity, responsiveness, and client satisfaction.
• Participate in training, team meetings, and continuous improvement initiatives.
• Support teammates during high‑volume periods and contribute to a collaborative team environment.

What You’ll Bring

• Associate degree and 1+ year of customer service or support experience, or High School Diploma/GED and 3+ years of relevant experience.
• Experience providing customer support through chat, email, or other digital communication channels preferred.
• Strong written and verbal communication skills.
• Excellent problem‑solving and critical‑thinking abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Experience using CRM systems, ticketing platforms, or customer support tools preferred.
• Strong attention to detail and organizational skills.
• Customer‑focused mindset with empathy, professionalism, and a commitment to service excellence.
• Proficiency using AI tools with an understanding of how to create effective prompts and leverage technology to improve productivity and service outcomes.
• Candidate must not require visa sponsorship now or in the future.

Base Salary Range: $19.00 - $24.00

Benefits

• 401(k) plan with employer match
• Flexible paid time off, holidays, parental leaves
• Life and disability insurance
• Health benefits including medical, dental, vision, and prescription drug coverage
• Other discretionary bonus plans or commissions depending on the role

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. All employee work locations are based on the needs of the position and determined by leadership. In‑office work and activities vary based on work and team objectives in accordance with company policies. While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in‑office presence is guided by team and business needs rather than a fixed weekly schedule.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [e-mail].

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties and skills from time to time.