Customer Care Associate

Headway; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Headway is building a more accessible mental healthcare system. We are seeking a top-notch CX specialist to guide providers and patients through their Headway journey.

This full-time, remote role supports US-based providers and patients, with weekend/holiday hours and optional office access in New York City or San Francisco. You will excel at communication, navigate high-pressure conversations with poise, and continuously learn to improve our product and service.

Qualifications

• Outstanding verbal and written communication skills.
• Ability to handle sensitive, high-pressure conversations with calm and empathy.
• Strong judgment and discretion in decision-making.
• Results-driven with high-quality work and targets.
• Passionate about solving problems and root-cause analysis.

Responsibilities

• Deliver on the Headway promise by helping providers and patients through issues via email, live chat, and phone.
• Resolve ~40 provider/patient inquiries daily, with extended weekend hours as needed.
• Continuously learn Headway’s evolving product, service, and insurance practices.
• Advocate for providers and patients by surfacing frictions and proposing improvements.

Skills

Communication

Conflict resolution

Judgment

Goal orientation

Problem solving

Job description

1 in 4 people in the US have a treatable mental health condition, but most providers don't accept insurance, making therapy too expensive for most people. Headway’s mission is to fix this by building a new mental healthcare system everyone can access. We started by solving the biggest barrier to care: insurance. The admin work - credentialing, claims, payment reconciliation - is a nightmare. We've automated that.

But we're going further. Over 90,000 providers across all 50 states run their practice on our software, serving over 2.6 million patients. We are building the best tools for therapists to run their entire practice, reimagining the experience of finding a therapist, and investing in the platform foundations to enable this at scale, and building much of it with AI. We aren't just a billing layer; we are becoming the platform where care actually happens.

We're a Series D company with $325M+ in funding (a16z, Accel, Spark Capital, etc.), looking for exceptional people to help us achieve this mission. We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

We are looking for a top-notch problem-solver and communication whiz to guide our providers and patients through their experience on Headway.

The CX Team’s mission is to deliver on the Headway promise to our providers, and in this role, you will ensure this mission through one-on-one interactions with our providers and patients. By working with our customers through email, live chat and phone you will guide them through any challenge, resolve their operational and technical issues, and make Headway feel like magic.

Being results- and impact-driven, you thrive on helping providers/patients through any challenges they have on Headway. You enjoy delighting customers with every interaction, and solving any issues they have on Headway in a clear, friendly and effective way. Guided by our principle of Act Like a Headway Owner, you never miss a chance to elevate our customers' experience and work with your team to bring new and improved solutions to life. Being in healthcare tech, you thrive in a high-paced tech environment and have strong interest or prior experience in healthcare.

You will:

• Deliver on the Headway promise. Driven by our mission and your love of problem-solving, you will effectively and empathetically help our providers and patients through any issues they encounter along their Headway user journey.
• Resolve inquiries for our Providers and Patients. Solve ~40 provider / patient inquiries via email, live chat and phone daily, consulting available resources and your team. We are expanding our support hours to include weekends. Coverage runs Monday–Friday 9 AM – 6 PM and Saturday–Sunday 8 AM – 7 PM ET, and this role will require weekend availability.
• Continuously learn and upskill. Being committed to ongoing growth and development, you will use available resources to continuously stay up-to-speed on Headway’s evolving product and service, and insurance practices.
• Advocate for our providers and patients: You will proactively surface frictions in customer experience, and propose process and product iterations, in the service of Headway’s mission.

You will love this job if...

• Communication is your superpower. You have outstanding verbal and written communication skills; you’re succinct, clear, friendly, empathetic, and always solution-oriented.
• You tackle challenging conversations head-on. You navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism.
• You have good judgment and discretion. You lead with integrity; you make thoughtful decisions with positive intent.
• You thrive with tactical goals. You’re competitive and seek to always meet and exceed targets while upholding the highest quality of your work.
• You’re a passionate problem-solver. You enjoy a challenging scenario and you always seek to get to the root cause, and find elegant solutions for customers.

This is a full-time position open to candidates across all US geographic locations. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco. Shifts may take place on weekend/holiday hours.

Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts.

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem - across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience.

Comprehensive benefits:

Medical, dental, vision, HSA/FSA, 401(k) including match for 2027!, Carrot Fertility reimbursement, and paid parental, medical and caregiver leave.

We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.

Headway participates in E-Verify.