Customer Support Representative

Counsel Health, Inc.; New York (NY); On-site; USD 50,000 - 60,000; Full time

Job summary

Counsel Health, Inc. is seeking a Customer Support Representative to own patient conversations across phone and email, resolving issues and ensuring feedback reaches the teams that can fix it.

The role emphasizes clear, compassionate communication, troubleshooting, and collaboration with clinical, engineering, and operations teams to improve the care experience across a 7-day schedule.

Qualifications

• 2+ years in customer/patient support or high-volume contact center.
• Excellent written and verbal communication; able to explain technical/clinical processes in plain language.
• Comfort troubleshooting technical issues and finding root causes rather than quick workarounds.
• Experience with modern support tooling (Intercom, Zendesk, HubSpot or similar).
• Experience in healthcare or regulated industry; HIPAA familiarity a plus.
• Availability to work shifts across a seven day support schedule, including evenings and weekends.

Responsibilities

• Deliver exceptional support across phone and email, providing clear, accurate answers and a care-standard experience.
• Troubleshoot technical issues end to end; liaise between patients and internal teams to drive resolution.
• Advocate for patients by surfacing trends and capturing actionable feedback shaping product and care.
• Maintain accurate documentation of patient interactions per quality standards.
• Meet or exceed KPIs for quality, response time, resolution time, and patient satisfaction.
• Demonstrate accountability and adaptability across assigned shifts.
• Embrace feedback and continuous learning to improve individual and team impact.

Skills

Excellent written and verbal коммуника

Root-cause troubleshooting

Healthcare/regulatory experience

7-day shift availability

Clear patient communication

Tools

Intercom

Zendesk

HubSpot

Job description

About CounselCounsel’s mission is to multiply the world's healthcare capacity. We believe in a future in which every person has a personalized, AI-enabled doctor always in their pocket. To accomplish this, we’re building the first fully-vertical, AI-native medical group from the ground up. We’ve redesigned the entire clinical stack with custom AI tools that make our in-house physicians 10x faster and smarter. [learn more on our blog]

About CounselCounsel’s mission is to multiply the world's healthcare capacity. We believe in a future in which every person has a personalized, AI-enabled doctor always in their pocket. To accomplish this, we’re building the first fully-vertical, AI-native medical group from the ground up. We’ve redesigned the entire clinical stack with custom AI tools that make our in-house physicians 10x faster and smarter. [learn more on our blog]Since our founding in 2023, we have formed partnerships with leading healthcare organizations and are on track to serve hundreds of thousands of patients on our platform within the next year. We have raised over $35Mfrom a16z, Google Ventures, Pear VC and other top-tier VC firms.Our team combines deep expertise in medicine (Harvard, Mt. Sinai, Mass General, UCSF) and technology(MIT, Google, DeepMind, NVIDIA, Stripe, Meta) — and we’re looking for exceptional people to join us as we scale.Join us as we build the future of AI in healthcare!Counsel is growing, and support is growing with it. More patients, more questions, and a wider range of issues, from the simple to the genuinely complex.We're looking for a Customer Support Representative to own patient conversations across phone and email, resolve the issues behind them, and make sure what patients tell us actually reaches the people who can fix it.What You'll Do

• Deliver exceptional support across phone and email, giving patients clear, accurate answers and an experience that reflects the standard of care Counsel is built on
• Troubleshoot technical issues end to end, and liaise between patients and internal teams across clinical, engineering, and operations to drive resolution
• Serve as a strong advocate for patients by surfacing trends, identifying recurring friction points, and capturing actionable feedback that shapes both the product and the care experience
• Maintain accurate and detailed documentation of patient interactions in alignment with quality standards and operational best practices
• Meet or exceed key performance metrics including quality, response time, resolution time, and patient satisfaction
• Demonstrate accountability, adaptability, and resilience by maintaining strong engagement and responsiveness throughout assigned shifts
• Embrace feedback and continuous learning with a growth mindset, actively seeking opportunities to improve both individual performance and team impact

What You'll Bring

• 2+ years of experience in customer support, patient support, or a contact center role, ideally in a high volume environment
• Excellent written and verbal communication, with the ability to explain technical or clinical processes in plain language
• Genuine comfort troubleshooting technical issues, and the persistence to find a root cause rather than settle for a workaround
• Experience with modern support tooling (Intercom, Zendesk, HubSpot, or similar)
• Experience in healthcare or another regulated industry, with a clear understanding of how to handle sensitive information, HIPAA familiarity a plus
• Availability to work shifts across a seven day support schedule, including evening and weekend coverage

Who You Are

• Genuinely enjoys helping people, and holds warmth and efficiency at the same time, even on the tenth hard conversation of the day
• Takes ownership of a problem from first contact through resolution, and follows up without being chased
• Writes clearly and calmly under pressure, with an instinct for what a worried patient actually needs to hear
• Notices patterns rather than just tickets, and turns "this keeps happening" into something the team can act on
• Comfortable with ambiguity in a fast moving startup where processes are still being written and your input will shape them
• Treats feedback as useful information rather than criticism, and is always hunting for the next thing to get better at

ScheduleThis is a full-time, 40-hour-per-week position supporting patients across a seven-day schedule. Team members work a two-week rotation with some nights and some weekend shifts. Counsel Health participates inE-Verify. All newly hired employees are processed through the E-Verify system to confirm employment eligibility. Compensation Range: $50K - $60K