This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in the United States.
This role serves as the first point of contact for individuals beginning their mental health care journey, ensuring they receive timely, compassionate, and accurate support.
You will engage with clients across phone, email, and chat, helping them navigate services, benefits, and care options.
The position plays a key role in assessing client needs, identifying risk situations, and escalating concerns to clinical teams when necessary.
You will operate in a fast-paced, high-volume support environment where adaptability and clear communication are essential.
This is a mission-driven role that combines empathy, structure, and technical proficiency to improve access to care.
You will collaborate closely with internal teams while maintaining a strong focus on client experience and safety.
The environment is performance-oriented, requiring flexibility, resilience, and a consistent commitment to service quality.
Accountabilities:
- Serve as the primary contact for incoming client inquiries via phone, email, and chat, ensuring timely, clear, and compassionate support across all channels.
- Conduct client needs assessments, provide guidance on available services and benefits, and ensure appropriate care navigation.
- Identify potential risk situations, prioritize client safety, and escalate concerns to clinical or specialized teams when needed.
- Manage a high-volume workload while maintaining quality and accuracy across multiple communication channels.
- Navigate CRM and support tools efficiently to document interactions and track client cases.
- Collaborate within a structured team environment while adapting to shifting priorities and schedules as needed.
- Participate in ongoing feedback, coaching, and self-assessment to continuously improve performance and service delivery.
Requirements:
- Minimum 1+ year of experience in customer support, customer service, or a high-touch client-facing role.
- Strong written and verbal communication skills with the ability to convey information clearly, warmly, and concisely.
- Experience with support platforms such as Zendesk, Salesforce, or similar CRM/chat tools, or ability to quickly learn new systems.
- Ability to manage high-volume workloads and switch efficiently between multiple communication channels.
- Strong time management, adaptability, and problem-solving skills in fast-paced environments.
- Flexibility to work evenings, weekends, holidays, and assigned shifts as part of a rotating coverage schedule.
- Prior experience in healthcare, tech, or remote customer support environments is a plus, along with a collaborative, mission-driven mindset.
Benefits:
- Hourly base pay of $24/hour for full-time employment.
- Comprehensive healthcare coverage including medical, dental, vision, FSA/HSA, life, and disability insurance.
- Access to coaching and therapy services as part of employee well-being support programs.
- Competitive paid time off including vacation, sick leave, and company holidays.
- Paid parental leave to support growing families.
- 401(k) retirement savings plan.
- Monthly technology allowance to support remote or hybrid work needs.
- Additional well-being perks, community events, and employee engagement initiatives throughout the year.