Support Agent

Summary

Join Curai Health's Operations Team as a Support Operations Agent based in India! Deliver high-quality support to US-based customers and internal teams via phone and email. This remote-first role requires strong communication and problem-solving skills. You will tackle customer issues, follow communication procedures, and contribute to a positive team environment. Curai Health is a mission-driven company using AI to improve healthcare accessibility. We offer competitive compensation and a collaborative work culture.

Requirements

• A College degree
• 7+ years of overall work experience
• 5+ years of experience in the field of customer support
• Experience with providing telephone support to US customers
• A willingness to work US daytime hours (India night time hours)
• A Typing speed of at least 40wpm
• Ability to manage data and work with spreadsheets
• Previous experience in Customer Service via Email/Chat/Phone
• Customer orientation and ability to adapt/respond to different types of customers
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively

Responsibilities

• Tackling a variety of issues for customers to resolve their concerns quickly
• Following communication procedures, guidelines, and policies
• Going the extra mile to engage customers and help resolve their issues
• Handling changes in policies or renewals
• Handling customer calls & emails with empathy, active listening, and product expertise
• Crafting and customizing emails using personalization while maintaining the brand voice
• Using solution-driven tactics to troubleshoot issues to provide a seamless customer experience
• Actively listening to customer issues to diffuse or escalate as necessary
• Capturing user feedback to help us improve our product!
• Performing against challenging goals with a best-in-class team for the efficiency & quality of work
• Ensuring the safety of our patients' information by operating under HIPAA guidelines
• Accurately documenting customer feedback and issues using ticketing systems
• Autonomously handling customer requests with motivation and discipline
• Building sustainable relationships of trust through open and interactive communication
• Contributing to a positive and supportive team environment

Preferred Qualifications

• Have a strong orientation to Curai’s mission to make high-quality healthcare accessible to all
• Have worked remotely before, or have a strong feeling that you'd work well with a 100% remote team, spread across multiple time zones (mostly US, but also Europe, and Asia)
• Love tackling complex problems that span multiple systems
• Are excited to try things out to validate new features, and move on if they no longer solve a problem
• Are able to work effectively with others. You will be working closely with other engineers, designers, product managers, and data scientists to build product features and high-quality products
• Have demonstrated feature development ownership; you can lead by example and enjoy mentoring and inspiring other engineers
• Value breadth of knowledge as much as specialization
• Have informed opinions that you hold lightly
• Are excited about getting on the speeding train that is a growing startup
• Enjoy thinking through trade-offs, with both mindfulness of near-term needs and Curai’s long-term strategy
• Embrace writing concise documentation so that onboarding new team members is simple and we reduce siloed domain expertise by individuals

Benefits

• Competitive compensation
• Remote work