Remote Customer Success Specialist I - Compassionate Support

Openkrill; United States; Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive salary and equity package

Medical, dental and vision insurance

HSA/FSA

401(k) match up to 4%

Flexible PTO

Parental leave and caregiver leave

Job summary

Papa is seeking Remote US-based Customer Success Specialists to be the welcoming voice for members, handling calls, scheduling visits, resolving concerns, and guiding members to the services and benefits of our program.

Ideal candidates are excellent communicators, empathetic, highly organized, and proficient with Zendesk, Slack, and Google Workspace. This role emphasizes discretion with sensitive data and collaboration across teams to deliver compassionate, high-quality support.

Qualifications

• Strong verbal and written communication, with a calm, empathetic tone.
• Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion.
• Strong problem-solving skills and good judgment when offering resolutions or credits.
• Highly organized with the ability to manage multiple calls, systems, and follow-ups.
• Comfortable using support platforms like Zendesk, Slack, and Google Workspace.
• Accurate and thorough documentation habits with attention to data entry standards.
• Adaptable in a fast-paced environment while maintaining service quality.
• Availability to work scheduled shifts including some holidays and weekends as needed via shift bids.
• Ability to adhere to remote-work requirements with a hardwired internet connection.

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 benefits.
• Handle Escalations with Care: Coordinate real-time escalations with the Visit Support team.
• File and Document Member Complaints: Create/update Zendesk tickets with proper documentation.
• Offer Resolution Through Credits When Appropriate: Use judgment to offer credits as needed for service recovery.
• Utilize Problem-Solving Skills: Assess concerns and determine best course of action.
• Maintain Accurate Records: Document all calls and interactions for continuity of care.
• Meet Service-Level Standards: Manage call volume while upholding empathy and response time.
• Handle sensitive member information with discretion per HIPAA and protocols.
• Demonstrate Empathy and Active Listening in all interactions.
• Support Team Communication: Collaborate with internal teams via Slack and other tools.
• Handle sensitive information with discretion per HIPPA and company protocols.

Skills

Active listening

Empathy

Communication

Organization

Zendesk

Slack

Google Workspace

Documentation

Tools

Zendesk

Slack

Google Workspace

Job description

Papa is seeking Remote US-based Customer Success Specialists to be the welcoming voice for members, handling calls, scheduling visits, resolving concerns, and guiding members to the services and benefits of our program.

Ideal candidates are excellent communicators, empathetic, highly organized, and proficient with Zendesk, Slack, and Google Workspace. This role emphasizes discretion with sensitive data and collaboration across teams to deliver compassionate, high-quality support.