Support Associate (Remote)

Tava Health; Montgomery (AL); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative telemedicine startup is seeking a Support Associate to enhance client and provider experiences. In this full-time role, you will be the first point of contact, ensuring smooth communication and support for clients navigating their mental health journeys. The ideal candidate thrives in a dynamic environment and is passionate about improving customer satisfaction. With a focus on empathy and effective problem-solving, you will play a crucial role in bridging the gap between clients and providers. Join a mission-driven team and enjoy the flexibility of remote work while contributing to meaningful change in mental health care.

Benefits

Competitive salary and stock options

Free access to therapy for you and your family

Medical and dental insurance

Monthly HSA contributions

Generous PTO and paid holidays

Work from anywhere

Paid parental leave

Weekly team lunches

Qualifications

• Low-ego, customer-centric attitude is essential.
• Outstanding written and verbal communication skills are required.
• Experience in customer-facing or project management roles preferred.

Responsibilities

• Act as the initial support contact for clients, providers, and partners.
• Provide empathetic communication via phone, email, and chat.
• Assist clients with their clinical journey from sign-up to therapy.

Skills

Customer-centric attitude

Outstanding written communication

Outstanding verbal communication

Attention to detail

De-escalation skills

Self-motivated

Multi-tasking

Education

Experience in customer-facing roles

Exposure to health insurance industry

Job description

About Tava

Tava Health is a venture-backed telemedicine startup that partners with employers to provide convenient, high-quality, accessible mental health care to employees and their families.

What We Are Looking For

We are looking for a Support Associate to ensure our clients, providers, and partners are successful. When a client is matched with a provider on our platform, a lot of thoughtful orchestration takes place behind the scenes to make both the client and provider journeys feel seamless.

In this role, you will work closely with our operations team, giving you unique exposure to business operations, as well as provider and customer success. Because we are a startup, we are looking for someone willing to learn on the job who is highly organized, dependable, self-driven, low-ego, and excellent interpersonally.

Responsibilities

• Act as the initial support contact for our clients, providers, and partners
• Provide thoughtful/empathetic phone, email, and chat communication to clients and providers
• Handle a significant volume of inbound and outbound phone calls daily, serving as a primary communication channel for clients, providers, and partners
• Assist clients with navigating their clinical journey from sign-up to completion of therapy, including follow-up to help clients schedule appointments
• Advocate for clients and providers by capturing feedback and working cross-functionally, ensuring their needs and concerns are communicated internally
• Provide troubleshooting and technical support to both clients and providers
• Escalate concerns appropriately and in a timely manner
• Exhibit a high level of familiarity with our applications and their functionality
• Answer onboarding-related questions of new providers, as necessary
• De-escalate dissatisfied clients and providers and, when applicable, quickly elevate internally
• Manage various operational tasks associated with supporting/tracking clients and providers
• Process provider offboarding and assist with connecting clients with new providers
• Act as initial contact for clients referred through insurance directories and assist clients with payer-related questions via phone, email, and chat.
• Verify client eligibility and communicate changes to eligibility in a timely manner
  
  
  

Requirements

• Low-ego, customer-centric attitude
• Outstanding written and verbal communication
• High attention to detail/accuracy
• Self-motivated team player who thrives in multi-tasking environment and can adjust priorities
• Strong de-escalation skills (and ability to discern when to escalate a concern or complaint)
• A quiet, private workspace with a reliable internet connection, suitable for handling phone calls and ensuring client confidentiality
• Bonus: Exposure to health insurance industry and past experience in customer-facing, project management, behavioral health, communications, or other roles with demonstrated ability to increase customer satisfaction
  
  

All of that said, we are open-minded about who we hire for this role. We're looking for someone who is invigorated by our mission and this specific opportunity, not just someone who simply checks all the boxes. As long as you are smart, disciplined, and persistent enough to quickly learn on the job, please apply!

WHY YOU'LL LIKE WORKING WITH US

Enjoy working remotely in this full-time, salaried position with Tava. We offer a highly competitive benefits package, including:

• Competitive salary and stock options
• Tava mental health benefit - free access to therapy for you and your family
• Medical and dental insurance - for you and your dependents
• Monthly HSA contributions
• Generous PTO and paid holidays
• Work from anywhere
• Paid parental leave
• Weekly team lunches
  
  

For tax compliance reasons, priority will be given to candidates residing in states where we currently have employees, including:

• Alabama, Arizona, California, Connecticut, Florida, Georgia, Idaho, Indiana, Maine, Maryland, Massachusetts, Nevada, New Jersey, New York, North Carolina, Oregon, Tennessee, Texas, Utah, Virginia, and Washington
  
  

Tava is an Equal Opportunity Employer. We welcome all applicants and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, marital status, or disability status.

Tava is unable to sponsor employment visas (such as the H-1B). Candidates must have authorization to work in the U.S. without company sponsorship now or in the future.

️ Hiring Scam Notice: All Tava hiring is conducted by company representatives using "@tavahealth.com" email addresses. We will never request personal information outside of our official hiring process. Tava does not hire without a real-time, face-to-face interview (via video or in person), and we do not use encrypted messaging services like Signal for recruiting. If you receive suspicious outreach, please use the chat feature on our website or contact us at [e-mail] to verify authenticity.