Customer Support Specialist

*This is a fully remote role that is based in Ukraine. Job applicant must reside in Ukraine. Come for the mission. Stay for the experience. Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts a huge amount of people who use Healthcare benefits in the US. Healthcare benefits are complex, underutilized and a mystery for most users in the USA. We’re removing that complexity. Our industry-changing technology solution puts a simplified benefits experience in the hands of users, saving them time and money. Following an explosive 2019 (raising $30M in Series C funding, awards for Chicago’s Best Tech Startup and Chicago’s Best Place to Work, adding 50+ key team members and more), we’re continuing down the path of high growth and high impact. Your impact. Member Care & Ticket Processing: Assist in handling member inquiries (tickets) accurately and efficiently, ensuring members understand their benefits and feel supported. Smart Automation & AI: Actively leverage automation tools and AI software to speed up resolution times while maintaining high-quality outcomes. Priority Management: Assess the urgency of incoming requests to prioritize critical cases and manage escalations with empathy and objective reasoning. Provider & Member Outreach : Conduct outbound calls to healthcare providers and members to help schedule appointments, verify information, and close gaps in care. Proactive Problem Solving: Identify scheduling bottlenecks or workflow trends, flag issues early, and suggest improvements to team leadership. Member Experience : Deliver a high-standard "WOW" service tailored to the US customer base. Communicate scheduling challenges or trends that may negatively impact outcomes Transparent & Proactive Communication : Keep team leadership and members updated in real time. Proactively communicate progress and flag blockers early, rather than getting stuck silently on a single ticket. Commitmen