[Hiring] Customer Care Associate @Headway

Role Description

We are looking for a top-notch problem-solver and communication whiz to guide our providers and patients through their experience on Headway. The CX Team’s mission is to deliver on the Headway promise to our providers, and in this role, you will ensure this mission through one-on-one interactions with our providers and patients.

• Deliver on the Headway promise.
• Resolve inquiries for our Providers and Patients.
  • Solve ~40 provider/patient inquiries via email, live chat, and phone daily, consulting available resources and your team.
• Continuously learn and upskill.
• Advocate for our providers and patients.

Qualifications

• Outstanding verbal and written communication skills; succinct, clear, friendly, empathetic, and always solution-oriented.
• Ability to navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise, and optimism.
• Good judgment and discretion; lead with integrity and make thoughtful decisions with positive intent.
• Competitive and seeks to always meet and exceed targets while upholding the highest quality of work.
• Passionate problem-solver; enjoys challenging scenarios and seeks to find elegant solutions for customers.

Requirements

• This is a full-time position open to candidates across all US geographic locations.
• Shifts may take place on weekend/holiday hours.
• Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts.

Benefits

• Medical, dental, vision, HSA/FSA, 401(k) including match for 2027!
• Carrot Fertility reimbursement.
• Paid parental, medical, and caregiver leave.