Customer Support Representative

The Company

Medely is a high-growth series-C technology start-up reimagining the future of healthcare work by providing an on-demand marketplace and workforce management tools. With the support of top-tier investors, Medely has quickly become a go-to platform for healthcare professionals to instantly access high-paying jobs with the freedom and flexibility to work when and where they want. 

As a fully remote team of sharp, collaborative, and entrepreneurial individuals, we are dedicated to redefining the way healthcare workers and facilities work together to provide for patients. We are looking for passionate and skilled professionals to join our team and help us take on tough challenges in this fast-expanding healthcare industry segment.  

Join us in our mission to transform the healthcare staffing industry and improve patient lives!

The Role:

Medely is seeking a motivated Customer Support Representative to join our Customer Support team. Our mission is to provide best-in-class support to our end users – both healthcare facilities and healthcare professionals alike. In this role, you will serve as the first point of contact for the Medely customer base across the entire customer lifecycle, from application and onboarding to booking shifts, payment/billing questions, and general platform education. Your focus should always be on creating the best possible support experience while exercising a one-contact resolution mindset.

The Impact You'll Make:

• End-User Interaction: Provide timely, empathetic, and personalized support to end users simultaneously through multiple channels, including chat, email, and phone, in compliance with SLAs without sacrificing end user satisfaction. 

• Troubleshooting: Troubleshoot platform issues reported by customers and urgently escalate them to team leader for further investigation. 

• Collaboration & Feedback: Bridge communication between the Medely customer base and internal cross-functional teams such as Compliance, Account Management, Trust & Safety, and QA to resolve end user inquiries. 

• Process Optimization: Provide internal feedback and suggestions for support operations and product improvements.

Who You Are:

• Experience: Minimum 2 years experience in a customer service, customer support, customer operations, or customer experience role, preferably in a software environment. A plus, experience with automation (chatbots) and AI. 

• Typing speed of 65 WPM or higher. 

• Proven track record of exceeding customer expectations and arriving at successful outcomes while under pressure. Customer-centric mentality with a sense of urgency; excellent de-escalation skills. 

• Ability to interact with customers at various levels of technical and non-technical depth.

• Outstanding problem-solving, organization, prioritization, and multitasking skills with sharp attention to detail. 

• Eager and quick to learn new technology tools. Welcomes constant changes to drive efficiency.

• Must have worked in a Mac environment with proficiency in web-based tools such as Google Workspace. A plus, familiarity with Slack, Intercom, Zoom, Salesforce, JIRA, and TextExpander.

Why Medely: Benefits & Perks

• Competitive Compensation: Based on experience and performance

• Long-term Incentives: 401k

• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance

• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays.

• Paid parental leave

• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!

• Ownership: Drive meaningful business impact on a team you’ll help build and define!

• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Work location is flexible if approved by Medely.

Medely does not accept unsolicited resumes from agencies. We consider any resume (CV) or biography received from an agency or outside recruiter without prior approval from a member of the Medely Human Resources or Recruiting team to be unsolicited and gratuitous, and such submissions will not be recognized by Medely for purposes of “ownership” of the candidate.

We are an E-Verify company.