Email Customer Support Agent (Healthcare)
ABOUT THE ROLE:We need a resourceful email support agent who can think independently while providing fast, accurate answers to our clinical providers. Your primary focus will be managing the support inbox and keeping our internal knowledge base fresh and complete. This is a remote position; daytime U.S. hours are required (US Central Time 8AM to 5PM) so you can respond to clinical teams in real time.KEY RESPONSIBILITIES:
- Respond to clinical providers’ email questions with clear, empathetic, and accurate answersResearch unfamiliar issues, apply critical thinking, and craft solutions without waiting for step-by-step instructionsLog recurring questions, draft new knowledge-base articles, and revise existing content when processes changeEscalate complex or high-priority issues to the appropriate internal team and follow up to ensure closureTrack ticket metrics such as first-response time and resolution time; identify patterns and suggest process improvements
- Mastery of written English with flawless grammar, punctuation, and tone controlProven ability to think for yourself, diagnose root causes, and propose solutionsExperience providing email support in a healthcare or SaaS environment (minimum one year)Familiarity with help-desk or ticketing tools such as Zendesk, Help Scout, or FreshdeskComfortable updating and maintaining a knowledge base or FAQ systemReliable high-speed internet and the ability to work core U.S. business hours
- Knowledge of medical or insurance terminologyExperience writing SOPs or process documentationPrevious remote-work experience on a distributed team
- First-response time under one business hour for provider emailsConsistent resolution of tickets within one business day for routine questionsWeekly knowledge-base updates that reduce repetitive inquiriesProactive recommendations that improve workflow efficiency or customer satisfaction
- Full-time remote roleMonday–Friday, approximately 8 AM–5 PM Central Time (flexible for the right candidate)Compensation commensurate with experienceCandidate provides their own computer and secure work environment
- Please attach a 3 writing samples to your application and also include the phrase "I can think on my feet" to demonstrate you read this job post.