Part Time Backup Care Support Specialist

Hearstlab; New York (NY); Remote; USD 26,000 - 30,000; Part time

Benefits offered by this job

Remote work environment

Medical, dental, and vision benefits

Retirement savings with company match

Mental health benefits

Paid vacation and parental leave

Job summary

Wellthy is seeking a Part‑Time Backup Care Support Specialist to deliver a responsive, high-quality experience to members navigating Backup Care needs—from booking care events to resolving questions about reimbursement, providers, and platform issues. You will be the first line of support across email, phone, live chat, and Intercom.

You’ll handle reimbursement questions, triage care event inquiries, resolve platform issues, and escalate complex cases to a BUC Specialist, while maintaining clear

Qualifications

• 1-3 years of front-line member support, customer service, or administrative experience.
• Familiar with employee benefit programs and reimbursement processes.
• Able to navigate policy nuances and reference knowledge bases.

Responsibilities

• Own front-line resolution of reimbursement status, denial, and payment-timing questions for both members and caregivers.
• Triage general BUC status and care event questions; escalate urgent same-day/next-day needs and caregiver no-shows to the on-call BUC Specialist.
• Resolve day-usage, wallet, and account platform issues; answer policy and taxability questions using knowledge tools.
• Provide provider vetting status updates, de-escalate quality/fit complaints, and elevate issues requiring sourcing or specialist judgment to a BUC Specialist.
• Maintain clean Intercom tagging and clear internal notes for fast, well-documented escalations.
• Surface recurring pain points to leadership for root-cause resolution.
• Contribute to monthly analytical reviews of BUC-related member support volume, resolution rate, and escalation patterns.
• Participate in regular syncs with the BUC team to review recurring issues, policy changes, and platform updates.

Skills

Customer support

Problem solving

Empathy

Communication

Education

Associate degree or equivalent

Tools

Intercom

Zendesk

Job description

Wellthy is seeking a Part‑Time Backup Care Support Specialist to deliver a responsive, high-quality experience to members navigating Backup Care (BUC) needs—from booking care events to resolving questions about reimbursement, providers, and platform issues. You will be the first line of support for BUC-related inquiries across email, phone, live chat, and Intercom, equipped to resolve most member and caregiver questions directly.

Responsibilities will include:

• Own front-line resolution of reimbursement status, denial, and payment-timing questions for both members and caregivers
• Triage general BUC status and care event questions; elevate urgent same-day/next-day needs and caregiver no-shows to the on-call BUC Specialist
• Resolve day-usage, wallet, and account platform issues; confidently answer common policy and taxability questions using available knowledge tools
• Provide provider vetting status updates, de-escalate quality/fit complaints, and elevate issues requiring sourcing, coordination, or specialist judgment to a BUC Specialist
• Maintain clean Intercom tagging and clear internal notes for fast, well‑documented escalations
• Surface recurring pain points—such as reimbursement delays, platform bugs, or policy confusion to leadership for root‑cause resolution
• Contribute to monthly analytical reviews of BUC-related member support volume, resolution rate, and escalation patterns
• Participate in regular syncs with the BUC team to review recurring issues, policy changes, and platform updates

You’re a great fit if you:

• Have 1-3 years of front-line member support, customer service, or administrative experience
• Have experience in healthcare, caregiving, benefits administration, or a related field (preferred)
• Are familiar with employee benefit programs, including day usage rules, reimbursement processes, eligibility checks, and provider network basics
• Can quickly distinguish between issues you can resolve and those requiring escalation
• Possess strong real‑time problem‑solving skills and can meet SLAs, especially for urgent/same-day care situations
• Are familiar with Intercom, Zendesk, or similar support/ticketing platforms
• Communicate clearly and empathetically, especially when de‑escalating frustrated members and caregivers
• Are comfortable navigating policy nuances and referencing decision trees or knowledge base tools
• Are technically competent and curious about how AI and other tools can support faster, more accurate resolution
• Have remote work experience and proficiency with macOS, GSuite, Slack, Zoom, 1Password, and Intercom
• Hold an associate degree or equivalent

Total Compensation

The starting salary for this position is $19-$22/hour.

Additional benefits include:

• Remote work environment
• Medical, dental, and vision benefits within 30 days of hire
• Retirement savings account with matching company contributions
• Mental health benefits
• 15 days paid vacation, with two additional days for each subsequent year (up to a maximum of 25 days)
• Sick and caregiving days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (birth or adoption) and pregnancy loss leave

Role Requirements

Strong internet connection and a private, distraction‑free workspace suitable for handling sensitive information

Note: This is a remote, US‑based opportunity. Candidates must reside in eligible states.

Wellthy is committed to diversity and inclusion and provides equal employment opportunities to all applicants. Reasonable accommodations are available upon request.