Remote Customer Success Advocate I

Papa Partners; United States; Remote; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Equity package

Medical insurance

Dental insurance

Vision insurance

HSA/FSA

401(k) match

Flexible PTO

Parental leave

Caregiver leave

Job summary

Papa Partners is seeking a Customer Success Specialist I for a remote role in the United States. You will be the first point of contact for members, handling calls, scheduling visits, teaching about services, and guiding users to use benefits effectively.

You will resolve issues, document interactions, and escalate when needed, while maintaining HIPAA-compliant handling of sensitive data. Fluency in English is required; Spanish or Creole helps. Competitive benefits included.

Qualifications

• Strong verbal and written communication skills with a calm, empathetic tone.
• Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion.
• Strong problem-solving skills and sound judgment when offering resolutions or credits.
• Highly organized with the ability to manage multiple calls, systems, and follow-ups simultaneously.
• Comfortable using support platforms like Zendesk, Slack, and Google Workspace.
• Accurate and thorough documentation habits, with attention to detail and data entry standards.
• Ability to adapt in a fast-paced, changing environment while maintaining service quality.
• Availability to work scheduled shifts that align with member demand, including some holidays and weekends as needed and assigned via shift bids.
• Ability to adhere to Papa’s work-from-home requirements, including a hardwired internet connection, and a distraction-free workspace during scheduled hours.
• Fluency in English (written and verbal) required.
• Bilingual proficiency in Spanish or Creole is preferred.

Responsibilities

• Answer Inbound Member Calls: Serve as the first point of contact for members, providing friendly, professional, and compassionate support.
• Assist with Scheduling Needs: Support members with scheduling, rescheduling, or canceling Papa visits based on their needs.
• Provide Service Education: Explain Papa’s services and guide members toward maximizing benefits.
• Handle Escalations with Care: Coordinate real-time escalations with the Visit Support team.
• File and Document Member Complaints: Create and update Zendesk tickets with proper documentation.
• Offer Resolution Through Credits When Appropriate: Use good judgment to offer credits for service recovery when warranted.
• Utilize Problem-Solving Skills: Assess concerns and determine best actions.
• Maintain Accurate Records: Document all calls in systems for continuity of care.
• Meet Service-Level Standards: Manage call volume while maintaining empathy and response quality.
• Handle sensitive member information with discretion per HIPAA and company protocols.
• Demonstrate Empathy and Active Listening: Engage respectfully during challenging moments.
• Support Team Communication: Collaborate with teams via Slack and other tools.

Skills

Communication

Active listening

De-escalation

Problem solving

Organization

Zendesk

Slack

Google Workspace

Documentation

Adaptability

English fluency

Bilingual Spanish/Creole

Tools

Zendesk

Slack

Google Workspace

Job description

Papa Partners is seeking a Customer Success Specialist I for a remote role in the United States. You will be the first point of contact for members, handling calls, scheduling visits, teaching about services, and guiding users to use benefits effectively.

You will resolve issues, document interactions, and escalate when needed, while maintaining HIPAA-compliant handling of sensitive data. Fluency in English is required; Spanish or Creole helps. Competitive benefits included.