Customer Support Representative

The Company

Medely is a high-growth, profitable, series-C technology start-up reimagining the future of healthcare work by providing an on-demand marketplace and workforce management tools. With the support of top-tier investors, Medely has quickly become a go-to platform for healthcare professionals to instantly access high-paying jobs with the freedom and flexibility to work when and where they want. 

As a fully remote team of sharp, collaborative, and entrepreneurial individuals, we are dedicated to redefining the way healthcare workers and facilities work together to provide for patients. We are looking for passionate and skilled professionals to join our team and help us take on tough challenges in this fast-expanding healthcare industry segment.

Join us in our mission to transform the healthcare staffing industry and improve patient lives!

The role:

To help us support our growing user base, Medely is looking to add another Customer Support Representative to our Customer Support team. Our mission is to provide best-in-class support and right now, we have a focus to ramp up our phone support team. In this role, you will serve as the first point of contact for the Medely customer base across the entire customer lifecycle from application and onboarding to booking jobs, payment discrepancies, and overall platform education. Your focus should always be on creating the best possible support experience while exercising a one-contact resolution mindset.

Come join us in helping to reach Medely’s goal of continually innovating and adapting to our rapid growth, while embracing diversity and inclusion. As a scaling startup, your voice matters when it comes to process optimization and customer support best practices. 

What you will do:

• Resolve customer cases via phone, live chat, and email in compliance with SLAs without sacrificing customer satisfaction

• Troubleshoot platform issues reported by customers and urgently escalate them to team leads for further investigation

• Bridge communication between the Medely customer base and internal departments such as the Software, Compliance, and Account Management teams

• Provide internal feedback and suggestions for process and product improvements

• Other duties, as assigned

What you’ll need to have:

• Experience: 1 year experience in a call center environment or a customer support role

• Education: Bachelor’s degree or equivalent work experience

• Typing speed of 65 WPM or higher

• Proven track record of exceeding customer expectations and arriving at successful outcomes while under pressure. Customer-centric mentality with a sense of urgency

• Ability to interact with customers at various levels of technical and non-technical depth

• Outstanding problem-solving, organization, prioritization, and multitasking skills with sharp attention to detail

• Eager and quick to learn new technology tools

• Welcomes constant changes to drive efficiency

• Must have worked in a Mac environment with proficiency in web-based tools such as Google Suite.

• A plus: familiarity with Slack, Intercom, Front, Zendesk, Zoom, and TextExpander

The estimated compensation for this role is: $20.44 - $24.98 per hour

Why Medely: Benefits & Perks

• Competitive Compensation: Based on experience and performance

• Long-term Incentives: 401k

• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance

• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and ten paid holidays.

• Paid parental leave

• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!

• Ownership: Drive meaningful business impact on a team you’ll help build and define!

• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!

We're an equal-opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Work location is flexible if approved by Medely.

Medely does not accept unsolicited resumes from agencies. We consider any resume (CV) or biography received from an agency or outside recruiter without prior approval from a member of the Medely Human Resources or Recruiting team to be unsolicited and gratuitous, and such submissions will not be recognized by Medely for purposes of “ownership” of the candidate.

We are an E-Verify company.