Level is hiring a
Support Agent

Summary

Join Level, a B2B2C fintech company, as a Support Operations Specialist and be part of a diverse team that's transforming the status quo of benefits. You'll assist with transaction review, categorization, and various other tasks associated with completing and reviewing transactions. As one of the outward-facing voices of Level, you'll use phone, messaging, and email to address and resolve member and provider inquiries.

Requirements

• 1-2 years of experience in an operational focused role
• 1-2 years of support or customer-facing experience
• Quick Learner – You have a history of quickly learning and applying new information. You enjoy reading, studying, understanding, and writing about topics you’ve never before considered
• Clear Communicator – You excel at explaining processes and products. You have deep experience engaging with customers, love solving complicated problems and are a solution-forward thinker. Clean, precise verbal and written communication skills are a must
• Able to Handle Sensitive Information - Experience working confidential information and/or patient data. Experience with HIPAA, PHI/PII a plus
• Takes Initiative – You’re a self-starter who thrives in an ambiguous environment. Taking ownership over new projects comes naturally to you, and you’re not afraid to challenge the established way of doing things in order to create better outcomes. You feel comfortable self-assessing your performance and collaboration with Leadership to develop your skillset
• Problem Solving – You love to dig into details and discover solutions to complex problems. You’re a great multitasker, and you know how to manage your own time and see projects through to the end
• Flexible – You’re comfortable in a rapidly changing environment, and you’re ready to jump in where you’re needed. Operations work, phone, messaging, and email
• Available – You’re available to work during our operating hours and are flexible when it comes to business needs. Our team currently operates between the hours of 9 am - 9 pm ET
• Tools – Experience using internal knowledge bases to find answers to complex questions requiring critical thinking, leveraging help from peers, and following policies to guide autonomous decision making. You have used tools like Slack, Gsheets, and a customer service CRM like Zendesk/Salesforce to answer tickets related to customer inquiries

Responsibilities

• Transaction processing: You’ll assist with transaction review, categorization, and various other tasks associated to completing and reviewing transactions
• On the Frontlines – As one of the outward-facing voices of Level, you’ll use phone, messaging and email to address and resolve member and provider inquiries
• Communication – You’ll work and collaborate with internal stakeholders to identify issues and advocate for Level members and providers
• Constant Improvement – You’ll continuously develop and refine processes and resources to keep our support and operations top-notch. You’ll address issues with intellect, grit, and empathy. And beyond the support team, you’ll tackle projects with members of other Level teams as we roll out new plans and products

Benefits

• Competitive compensation (hourly + equity)
• For those not in the NYC area, we offer up to $500 monthly for renting a co-working or office space
• 100% employer paid medical
• 100% employer paid dental through Level with a $2,500 benefit allowance
• 100% employer paid vision through Level with a $600 benefit allowance
• 401(k)
• $150 monthly through our Wellbeing lifestyle spending account
• $500 in New Hire Office Funds available in your first 90 days to assist with getting your remote workspace set up
• $1,000 annually through Level’s Mental Health EAP
• $3,000 annually in Education benefits (made available upon your 1 year anniversary) that can be used to continue professional education or be applied towards student loan payments
• $4,000 lifetime balance through our Medical Travel EAP
• $5,000 annually through our Gender Affirmation Fund
• Generous Vacation Policy & Paid Sick Leave
• Company paid STD, LTD and life insurance
• Voluntary life, legal and pet insurance
• 8-16 weeks of paid parental leave
• Quarterly company sponsored events