About us
Born from our co-founders' personal journeys in substance use disorder recovery, WEconnect’s focus is providing real-world support for mental and behavioral health. Our mobile app guides and empowers personal growth, wellness, and recovery through 1-on-1 Peer support, daily online meetings, building healthy routines, plus much more!
The Role
We’re looking for a passionate, knowledgeable and empathetic Customer Support Representative who is fluent in Spanish (and English) to join our team.
You will work alongside our engineering and product development teams in a fast-paced, rapidly growing, innovative, bar-raising technological environment -- to deliver exceptional support to our members and clients.
The role demands great communication, the ability to multitask, critical thinking, problem solving skills, well-honed judgment, bold innovation, and the focus to drive positive member experiences.
This role understands our business and its objectives, product strategy, members’ needs, and can manage solutions to solve the business requirements in a fast-paced and collaborative environment.
As members of the WEconnect team, we are united by a clear mission: Our mission is to be a life-saving haven for those dealing with mental health and substance use challenges. We are devoted to empowering families, workplaces, healthcare environments, and communities through innovative mental wellness strategies, precise outcome data, and dedicated support networks. In unity, we forge a resilient first line of intervention that safeguards lives and fosters thriving futures. We embrace trust, impact, grit, exceptionality, rapidity, and simplicity (TIGERS), and would love to chat about how these values play out in our daily work.
This role is fully remote (US only) and reports directly to the CEO.
Our support hours are 8:00 am - 5:00 pm Pacific and this role typically requires an 8:00 am - 5:00 pm Pacific work schedule.
Responsibilities:
- Provide Tier-1 support to our members via chat, phone, and email
- Outreach and follow-up with provider’s patient referrals for new member onboarding
- Educate and support members on our product
- Assist new members with account creation
- Prioritize and resolve support related requests/issues in line with processes and SLAs
- Submit detailed bug reports for engineering triage
- Assist with app and bug testing
- Assist Marketing team with translation of materials into Spanish
- Provide an excellent customer experience by setting proper expectations and providing status updates
- Report feature requests and suggestions to PMs
- Assist with user acquisition goals through outreach calls
- Comply with HIPAA and all other medical information privacy policies at all times
- Collaborate with Prod/ AM/ RS leadership to ensure the departments are working together to improve the product and the company's future growth.
Requirements:
- Minimum of 1-year experience in a technical support capacity (eg supporting mobile applications)
- 2+ years experience in customer support, operations and/or contact center operations
- Fluent in Spanish and English (written and spoken) with excellent verbal and written communication skills
- Familiar working with CRM Software (Zendesk/Freshdesk)
- Experience using Google Drive (Sheets, Docs, Slides)
- Proven ability to multitask and work between tickets, live chats, and inbound calls
- Empathy, Drive, and Enthusiasm: Possess a genuine respect and care for people, engagement in your career path, and true joy in creating an excellent customer experience
- Exhibit a high degree of integrity and the ability to maintain strict confidentiality guidelines in accordance with HIPAA
- Background experience in startups or behavioral health organizations is preferred
Benefits:
- Competitive salary and key employee stock option plan
- Medical, dental, and vision coverage
- 401(k) with company match
- Wellness stipend
- Unlimited Paid Time Off
We facilitate diversity and inclusion as an Equal Opportunity Employer
WEconnect provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, WEconnect complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
WEconnect expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of WEconnect’s employees to perform their job duties may result in discipline up to and including discharge.
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
- Work from home
Experience level:
Shift:
Weekly day range:
Work setting:
Application Question(s):
- What inspired you to apply for a Customer Support Representative position at a startup technology company like ours?
- How would you go about learning about our company's products and services?
- What interests you most about technology? What tech tools or products do you use personally or professionally?
- In your opinion, what qualities are essential for providing outstanding customer service in a technology-related industry?
- How would you balance the need for detailed customer support with the demands of a startup environment, where things can change quickly and without warning?
- Have you ever developed or contributed to a knowledge base or FAQ for a product or service? If so, can you tell us about your experience?
- Do you have reliable internet access for remote work?
- Are you comfortable with remote communication tools such as Zoom, Slack, and email?
- What kind of remote work experience do you have? Have you ever worked in a fully remote role?
Work Location: Remote