Customer Support Representative

THE COMPANY

Medely is the largest workforce management platform specializing in delivering healthcare professionals through an on-demand marketplace. As an economic empowerment engine, Medely allows healthcare professionals instant access to high-paying jobs with the freedom and flexibility to work when/where they want while providing healthcare facilities access to the largest on-demand network of ready-to-work healthcare professionals.

We believe that empowering healthcare professionals will bring more open, efficient, and increasingly higher quality to patient care. We are a team of sharp, entrepreneurial individuals who are redefining the way healthcare staffing is done. We are currently looking for candidates to join our growing team who share our enthusiasm for tackling today’s toughest challenges in healthcare.

The role:

To help us support our growing user base, Medely is looking to add another Customer Support Representative to our Customer Success 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: Minimum 3 years 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

• Energetic team environment

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

• Ownership: Drive meaningful business impact on a team that 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.