[Hiring] Customer Support Representative @Counsel Health

Role Description

Counsel is looking for a Customer Support Representative to own patient conversations across phone and email, resolve the issues behind them, and ensure that patient feedback reaches the appropriate teams.

• Deliver exceptional support across phone and email, providing patients with clear, accurate answers and an experience that reflects Counsel's standard of care.
• Troubleshoot technical issues end to end, liaising between patients and internal teams across clinical, engineering, and operations to drive resolution.
• Serve as a strong advocate for patients by surfacing trends, identifying recurring friction points, and capturing actionable feedback that shapes both the product and the care experience.
• Maintain accurate and detailed documentation of patient interactions in alignment with quality standards and operational best practices.
• Meet or exceed key performance metrics including quality, response time, resolution time, and patient satisfaction.
• Demonstrate accountability, adaptability, and resilience by maintaining strong engagement and responsiveness throughout assigned shifts.
• Embrace feedback and continuous learning with a growth mindset, actively seeking opportunities to improve both individual performance and team impact.

Qualifications

• 2+ years of experience in customer support, patient support, or a contact center role, ideally in a high volume environment.
• Excellent written and verbal communication, with the ability to explain technical or clinical processes in plain language.
• Genuine comfort troubleshooting technical issues, and the persistence to find a root cause rather than settle for a workaround.
• Experience with modern support tooling (Intercom, Zendesk, HubSpot, or similar).
• Experience in healthcare or another regulated industry, with a clear understanding of how to handle sensitive information; HIPAA familiarity a plus.
• Availability to work shifts across a seven-day support schedule, including evening and weekend coverage.

Requirements

• Genuinely enjoys helping people, and holds warmth and efficiency at the same time, even on the tenth hard conversation of the day.
• Takes ownership of a problem from first contact through resolution, and follows up without being chased.
• Writes clearly and calmly under pressure, with an instinct for what a worried patient actually needs to hear.
• Notices patterns rather than just tickets, and turns "this keeps happening" into something the team can act on.
• Comfortable with ambiguity in a fast-moving startup where processes are still being written and your input will shape them.
• Treats feedback as useful information rather than criticism, and is always hunting for the next thing to get better at.

Schedule

This is a full-time, 40-hour-per-week position supporting patients across a seven-day schedule. Team members work a two-week rotation with some nights and some weekend shifts.