Remote Member Success Specialist

Papa Partners; United States; Remote; USD 52,000 - 78,000; Full time

Benefits offered by this job

Equity

Health insurance

HSA/FSA

401(k) match

Flexible PTO

Parental leave

Caregiver leave

Job summary

Papa Partners is seeking a Remote Customer Success Specialist to welcome members, resolve concerns, and guide them to Papa’s services. You will handle scheduling, address real-time issues, document interactions, and escalate when needed, all while upholding empathy and HIPAA-like discretion.

Strong listening, clear communication, and a collaborative attitude are essential. Some shifts include weekends; remote home-office requirements apply.

Qualifications

• Strong verbal and written communication with a calm, empathetic tone.
• Proven ability to actively listen and de-escalate sensitive situations.
• Strong problem-solving skills and good judgment for resolutions or credits.
• Highly organized with the ability to manage multiple calls, systems, and follow-ups.
• Comfortable using Zendesk, Slack, and Google Workspace.
• Accurate and thorough documentation habits.
• Able to adapt in a fast-paced environment while maintaining service quality.
• Availability for shifts including some holidays and weekends.
• Adherence to remote-work requirements, including a wired internet connection and distraction-free workspace.
• Fluency in English; bilingual Spanish or Creole preferred.

Responsibilities

• Answer Inbound Member Calls: first point of contact, friendly and compassionate support.
• Assist with Scheduling Needs: scheduling, rescheduling, or cancelling Papa visits.
• Provide Service Education: explain services and guide members to benefits.
• Handle Escalations with Care: coordinate real-time escalations with Visit Support.
• File and Document Member Complaints: create/update Zendesk tickets and escalate as needed.
• Offer Resolution Through Credits When Appropriate: use judgment to offer credits for service recovery.
• Utilize Problem-Solving Skills: assess concerns and determine best action.
• Maintain Accurate Records: document calls and interactions in systems.
• Meet Service-Level Standards: maintain empathy, professionalism, and timely responses.
• Handle sensitive member data with discretion per protocols.
• Demonstrate Empathy and Active Listening in challenging situations.
• Support Team Communication: collaborate via Slack and other tools.

Skills

Active listening

Empathy

Communication

Problem solving

Multitasking

Zendesk

Slack

Google Workspace

Documentation

Bilingual Spanish/Creole

Tools

Zendesk

Slack

Google Workspace

Job description

Papa Partners is seeking a Remote Customer Success Specialist to welcome members, resolve concerns, and guide them to Papa’s services. You will handle scheduling, address real-time issues, document interactions, and escalate when needed, all while upholding empathy and HIPAA-like discretion.

Strong listening, clear communication, and a collaborative attitude are essential. Some shifts include weekends; remote home-office requirements apply.