Customer Success Specialist (BILINGUAL English and Spanish) Full Time

Remo Health; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative virtual dementia care provider is seeking a compassionate Customer Success Specialist to join their mission-driven team. In this full-time remote role, you'll be the first point of contact for families navigating dementia care, providing essential support and guidance. Your empathetic approach will help create a warm and welcoming experience for families during a challenging time. If you have a passion for connecting with others and making a meaningful impact, this opportunity is perfect for you. Join a company dedicated to transforming dementia care and empowering caregivers with the resources they need.

Benefits

100% Company-paid medical premiums

20 days of PTO

11 paid holidays

401(k) match up to 4%

$80/month stipend for cell and wifi

Fully paid parental leave

Short-term and long-term disability insurance

Life insurance

Pet insurance

Legal advice

Qualifications

• 4+ years of customer service experience, preferably in healthcare.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Guide families through the onboarding process and provide support.
• Communicate effectively and address questions from dyads.

Skills

Customer Service

Bilingual (English and Spanish)

Empathy

Active Listening

Interpersonal Skills

Conflict Resolution

Tools

EMR & CMR

Job description

About Remo

Remo is building the new standard of dementia care by fundamentally changing the care journey for people living with dementia and their family caregivers (a dyad). As a virtual dementia care provider, our expert clinical team designs personalized, comprehensive care to serve people with dementia and caregiver needs (instead of a one-size-fits-all approach). We empower family caregivers by connecting them with a vibrant community of other caregivers, expert content, and tools to manage the entire dementia journey – from anywhere, at any time. Our mission is simple – to provide accessible, comprehensive, quality dementia care for every person who needs it.

About the Role

Reporting directly to our Director of Customer Success, you’ll be the first touchpoint for families navigating dementia care, helping them enroll in our program and get the support they need. You’ll play a critical role in setting the tone for their experience with Remo, offering warmth, clarity, and guidance at a time when they need it most.

We’re looking for a full-time, remote teammate who loves connecting with others, is deeply empathetic, and thrives in an environment where every interaction makes a meaningful impact. If you’re excited about shaping the future of dementia care and being part of a mission-driven team at a growing company, we’d love to hear from you.

What You’ll Be Doing

• Guide families through the onboarding process, ensuring they feel supported from day one.
• Provide product support / scheduling support to our members via phone call and email, with the potential need of rotating weekend coverage.
• Address any questions or concerns from our dyads and appropriately follow up or escalate to the appropriate teams.
• Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience.
• Creates informational materials for our members as needed.
• Clearly communicates who we are, what we do and how we help the dyad.
• Help dyads enroll on our platform.
• Communicate our sign up process over the phone.
• Schedule initial visits.
• Accurately documenting in our EMR & CMR.
• Build strong rapport and trust with the dyads we serve, delivering an experience of “Unreasonable Hospitality” from the very first interaction they have with us.
• Comfortable following scripts while authentically connecting to our dyads and the families we will serve.
• Stay accountable against monthly enrollment targets.

You May Be A Good Fit If You

• Have at least four years of customer service experience.
• Are Bilingual (English and Spanish).
• Are deeply curious about what makes people tick and passionate about connecting with them in authentic, meaningful ways.
• Are highly empathetic with strong active listening skills.
• Have strong interpersonal skills and are the type of person who could spend hours talking to others on the phone.

You’re The Ideal Candidate If You

• Have meticulous organizational skills; attention to detail matters a lot to you.
• Have healthcare Customer Service experience.
• Have worked in environments where you had to hit weekly/monthly goals.
• Have experience enrolling patients into a digital health program and scheduling their appointments.
• Have conflict resolution experience.
• Have experience identifying customer objections.

Benefits

Medical: 100% Company-paid medical premiums for you and your dependents with HSA options. Dental and vision plans (50% company-paid premium on employee’s dental plan). Dependent care FSA.

Financial: 100% 401(k) match of up to 4%. $80 / month stipend for cell and wifi.

Time Off: 20 days of PTO and 11 paid holidays, 5 days sick leave, 16 weeks fully paid parental leave for birthing parents and 8 weeks for non-birthing parents, bereavement leave and pregnancy loss leave.

Opt-In Ancillary Options: Short-term and long-term disability insurance, life insurance, critical illness, accident, and hospital indemnity insurance, pet insurance, legal advice, identity theft protection, Doctegrity for you and your family in your household.

Remo aims to reduce health inequities by improving access to affordable, high-quality dementia care. Embracing diversity and equal opportunity are core to that mission--these principles shape our culture, the products we build, and the services we deliver. We celebrate a variety of backgrounds, perspectives, and skills, reflecting the diversity of the caregivers and patients we serve.

We use E-Verify to confirm the identity and employment eligibility of all new hires: Participation Poster(PDF), Right to Work Poster(PDF).