Customer Support Specialist II

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

PartnerHero is looking for compassionate and organized individuals with an interest in customer service/support to join our specialty Customer Support team based in the United States. This is a hybrid role, with 50% of the workload being split between the responsibilities of a Customer Support Specialist, and 50% being back-office and administrational tasks. Customer Support Specialists help assist clients in getting started with Therapy and setting up their first appointment through either phone (inbound and outbound), email, or chat channels. They also assist in developing resources and building out this new line of support. Back-office and administrational tasks will consist of importing provider data into the partner’s internal system, and communicating with providers as needed. 

We are looking for a passionate, support-focused individual to assist our growing Headway team. As a Customer Support Specialist at PartnerHero, you will spend your time assisting clients and providers but may also help develop resources to support the team.

A successful candidate will be able to balance meeting reasonable and achievable production expectations with supporting leadership and the team with their content knowledge. The ideal candidate will be detail-oriented and flexible while also being able to see the big picture, and will be a strong independent worker.

What you’ll do:

• Meet or exceed reasonable production expectations
• Provide a human element during interactions 
• Maintain and use expert knowledge of content to support team members new to the role
• Collaborate with leadership and partner contacts to improve efficiencies 
• Effectively document and communicate knowledge gaps amongst team members
• Regularly suggest new help articles, internal documentation, and MACROs that can be used to address common concerns
• Communicate and collaborate with the team to create an internal knowledge bank and update resources. 
• Identify areas of opportunity to improve the program for agents and the partner
• Serve as an escalation point for all associates with an ability to problem-solve in real-time to achieve the best outcome for the customer while having good and constant communication with every level of support
• Track common pain points and feature requests expressed by providers and clients
• Flexibility to changing processes, working on added campaigns by partner, flagging trends and working in a team oriented environment on strategies to improve efficacy. 
• Collaborate with team to improve growth and provide feedback on training opportunities

What we expect from you:

• At least 1 year in a customer experience supporting email, chat, and/or phones
• Strong knowledge of Customer Support best practices
• An understanding of the importance and impact this role has on the organization
• Strong oral and written communication
• Excellent self-management including organization, time-management, and prioritization skills
• Ability to provide and implement real-time actionable feedback where appropriate
• Aptitude for identifying trends and developing proactive solutions
• The mean to maintain strict confidentiality and awareness of implicit bias
• A strong understanding of and adherence to compliance practices

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].