Remote Customer Success Advocate

Openkrill; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Equity package

Flexible PTO

Parental leave

Job summary

Papa is seeking a Remote Customer Success Specialist I to be the welcoming voice for members. You’ll handle inbound calls, assist with visits, educate on services, and coordinate with the social navigation team to ensure seamless care.

Ideal candidates show empathy, sharp listening, strong organization, and the ability to document interactions accurately. This role supports flexibility for some holidays and weekends from a home workspace.

Qualifications

• Strong verbal and written communication with a calm, empathetic tone.

Responsibilities

• Answer inbound member calls with friendly, professional support.
• Assist with scheduling, rescheduling, or canceling Papa visits.
• Explain Papa services and guide members to maximize benefits.
• Coordinate real-time escalations with the Visit Support team.
• File and document member complaints using Zendesk.
• Offer credits as service recovery when warranted.
• Assess concerns and determine best action to address needs.
• Document all calls and interactions for continuity of care.
• Meet service-level standards with empathy and timely responses.
• Handle sensitive member information in HIPAA-compliant manner.
• Demonstrate empathy and active listening in challenging situations.
• Collaborate with internal teams via Slack and other tools.

Skills

Communication

Active listening

Problem-solving

Organization

Tools familiarity

Documentation

Work-from-home setup

Shift availability

HIPAA awareness

Bilingual (Spanish/Creole)

English fluency

Tools

Zendesk

Slack

Google Workspace

Job description

Papa is seeking a Remote Customer Success Specialist I to be the welcoming voice for members. You’ll handle inbound calls, assist with visits, educate on services, and coordinate with the social navigation team to ensure seamless care.

Ideal candidates show empathy, sharp listening, strong organization, and the ability to document interactions accurately. This role supports flexibility for some holidays and weekends from a home workspace.