Customer Experience Associate

Summary

Join Headway's Customer Experience team and help transform mental healthcare! As a CX representative, you'll directly support providers and patients through email, chat, and phone, resolving operational and technical issues. You'll be a problem-solver, communicating clearly and empathetically to ensure a positive experience. This role requires strong communication skills, the ability to handle challenging conversations, and a passion for helping others. The position is full-time, remote, with options to work from NYC or San Francisco offices. Headway offers competitive compensation, comprehensive benefits, and opportunities for professional development.

Requirements

Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts

Responsibilities

• Deliver on the Headway promise. Driven by our mission and your love of problem-solving, you will effectively and empathetically help our providers and patients through any issues they encounter along their Headway user journey
• Resolve inquiries for our Providers and Patients. Solve ~40 provider / patient inquiries via email, live chat and phone daily, Mon-Fri 9 AM - 6 PM (open to all US-based time zones), consulting available resources and your team
• Continuously learn and upskill. Being committed to ongoing growth and development, you will use available resources to continuously stay up-to-speed on Headway’s evolving product and service, and insurance practices
• Advocate for our providers and patients: You will proactively surface frictions in customer experience, and propose process and product iterations, in the service of Headway’s mission

Preferred Qualifications

• Communication is your superpower. You have outstanding verbal and written communication skills; you’re succinct, clear, friendly, empathetic, and always solution-oriented
• You tackle challenging conversations head-on. You navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism
• You have good judgment and discretion. You lead with integrity; you make thoughtful decisions with positive intent
• You thrive with tactical goals. You’re competitive and seek to always meet and exceed targets while upholding the highest quality of your work
• You’re a passionate problem-solver. You enjoy a challenging scenario and you always seek to get to the root cause, and find elegant solutions for customers

Benefits

• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development