Customer Experience Associate

Headway is seeking a problem-solving and communication expert to join their team as a Customer Experience Associate. In this role, you will be responsible for guiding providers and patients through their experience on Headway, ensuring a seamless and delightful user journey. You will handle inquiries, provide detailed information on insurance plans and benefits, resolve billing issues, and assist with technical problems. Additionally, you will advocate for process and product improvements to enhance the overall Headway experience. This position requires excellent communication skills, a passion for problem-solving, and a commitment to delivering exceptional customer service.

• Deliver on the Headway promise by effectively and empathetically helping providers and patients through any issues they encounter along their Headway user journey.
• Resolve inquiries for providers and patients by solving inquiries via email, live chat, and phone, consulting available resources and the team.
• Continuously learn and upskill by staying up-to-speed on Headway's evolving product and service, and insurance practices.
• Advocate for providers and patients by proactively surfacing frictions in customer experience and proposing process and product iterations.
• Communicate effectively with outstanding verbal and written communication skills, being succinct, clear, friendly, empathetic, and solution-oriented.
• Navigate sensitive personal health information and high-pressure client-facing situations and de-escalations with calm, poise, and optimism.
• Lead with integrity, making thoughtful decisions with positive intent.
• Meet and exceed targets while upholding the highest quality of work.
• Enjoy solving challenging scenarios and seeking to find elegant solutions for customers.

• Outstanding verbal and written communication skills
• Ability to navigate sensitive personal health information and high-pressure client-facing situations
• Good judgment and discretion
• Competitive and goal-oriented
• Passionate problem-solver
• Ability to deliver on the company's mission and help providers and patients through any issues they encounter
• Ability to resolve inquiries for providers and patients via email, live chat, and phone
• Commitment to continuous learning and upskilling
• Proactive in identifying frictions in customer experience and proposing process and product iterations
• Strong interest or prior experience in healthcare
• Ability to work effectively in a high-paced tech environment

• Competitive salary and the opportunity to earn 1.5x hourly compensation for working over 40 hours per week
• Remote work option with the possibility to work from the NYC HQ
• Rotating weekend shifts and support during company holidays
• 9-hour shifts with 1 hour for lunch scheduled between 8am - 9pm ET
• High-speed internet and a quiet, private workspace required
• Commitment to diversity and inclusion across various dimensions
• Reasonable accommodations provided for persons with disabilities
• Participation in E-Verify program