Customer Support Specialist

Swooped; United States; On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical benefits

401K match

Flexible PTO

Stock options

Disability insurance

Total Rewards

Job summary

Wheel is seeking a Customer Support Specialist to help our care teams deliver high-quality virtual care at scale. You will triage Zendesk tickets, handle calls from clients, patients, and pharmacies, and collaborate with cross-functional teams to resolve issues.

The role requires 2–5 years in a fast-paced support environment with Zendesk expertise, strong communication, empathy, and calm handling of escalations. Please note shifts and hours when applying.

Qualifications

• 2-5 years of customer support in a high-volume, fast-paced role.
• Zendesk experience is required.
• Strong empathy, communication, and ability to manage escalations.

Responsibilities

• Triage or respond to second level Zendesk tickets within SLA.
• Answer incoming calls from clients, patients, and pharmacies.
• Troubleshoot complex issues and de-escalate when needed.
• Elevate tickets past tier 2 as required.
• Collaborate cross-functionally to resolve problems.
• Submit JIRA tickets for Engineering and Operations teams.

Skills

Zendesk

Customer support

Communication

Empathy

Escalation management

Phone support

Tools

JIRA

Job description

Locations: Austin, Bay Area, Seattle, Chicago, Atlanta, Boston, New York City, or Denver preferred; other locations in the US will be considered but not prioritized

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com .

About the Role

As a Customer Support Specialist for Wheel, you will have a significant, lasting impact on Wheel’s customer experience. From helping our first level support associates to clinicians so they can provide care, you’ll be an intricate part of Wheel Support and the overall experience.

If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you! Please make note of the shift's days and hours.

What You’ll Do

Triage or respond to second level Zendesk support tickets within SLA guidance

Answer incoming calls from our clients, patients, and pharmacies

Handle more complex technical troubleshooting and sensitive situations

Problem solve and de-escalate

Effectively elevate tickets past the tier 2 queue if required

Work cross functionally with other teams when required to solve an issue

Vet and submit JIRA tickets for Engineering and Operations teams

Who You Are

2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role

Experience with ZenDesk is a must

Great people skills found in empathy, ability to build trust and patience

Clear communication; excellent verbal and written skills

Ability to manage escalations

Experience in Health Care is a plus

Salary and Perks

Pay range: $23-27/hr.

Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

Medical, Dental and Vision

Ancillary: Life, Short and Long Term Disability

401K match

Flexible PTO

Stock options

Additional programs and perks

Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.

Wheel

A leading provider of telehealth and virtual care solutions that set the standard in next-generation healthcare delivery

Wheel is a leading health technology company transforming healthcare with AI-assisted patient experiences and tailored care programs, facilitating seamless nationwide access to top-tier clinicians.

Jan 2022

Series B - Lightspeed Venture Partners$50M

May 2021

Series A - CRV$13.9M

Jan 2020

Seed - Tusk Venture Partners, Silverton Partners$1.7M