Customer Support Specialist

*This is a fully remote role that is based in Ukraine. Job applicant must reside in Ukraine. Come for the mission. Stay for the experience. Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts a huge amount of people who use Healthcare benefits in the US. Healthcare benefits are complex, underutilized and a mystery for most users in the USA. We’re removing that complexity. Our industry-changing technology solution puts a simplified benefits experience in the hands of users, saving them time and money. Following an explosive 2019 (raising $30M in Series C funding, awards for Chicago’s Best Tech Startup and Chicago’s Best Place to Work, adding 50+ key team members and more), we’re continuing down the path of high growth and high impact. Your impact. Member Care & Ticket Processing: Assist in handling member inquiries (tickets) accurately and efficiently, ensuring members understand their benefits and feel supported. Smart Automation & AI: Actively leverage automation tools and AI software to speed up resolution times while maintaining high-quality outcomes. Priority Management: Assess the urgency of incoming requests to prioritize critical cases and manage escalations with empathy and objective reasoning. Provider & Member Outreach : Conduct outbound calls to healthcare providers and members to help schedule appointments, verify information, and close gaps in care. Proactive Problem Solving: Identify scheduling bottlenecks or workflow trends, flag issues early, and suggest improvements to team leadership. Member Experience : Deliver a high-standard "WOW" service tailored to the US customer base. Communicate scheduling challenges or trends that may negatively impact outcomes Transparent & Proactive Communication : Keep team leadership and members updated in real time. Proactively communicate progress and flag blockers early, rather than getting stuck silently on a single ticket. Commitment to KPIs: Own your daily performance targets — including number of tickets, quality scores, and member satisfaction — and take full responsibility for hitting your metrics. Your experience and expected skill set. Language Proficiency: Upper-Intermediate+ English (B2/C1) with exceptional written and verbal communication skills. High Autonomy & Ownership: Strong self-management skills — you take full responsibility for your commitments, track your own time, and deliver results without constant supervision. Resourceful Problem-Solving: A "solution-first" mindset with the drive to research internal documentation, AI tools, and knowledge bases to solve issues independently before asking for help. Fast & Self-Driven Learning: Ability to quickly absorb complex concepts, adapt to new processes, and continuously learn from feedback with minimal hand-holding. Adaptability: Comfort navigating frequent changes, fast-paced environments, and evolving priorities without losing focus. Tech & AI Literacy: Proficient computer skills and a rapid learning curve for software; hands-on experience using AI tools (ChatGPT, prompt engineering, or automation tools) is a strong plus. Empathy & Customer Orientation: Genuine empathy with strong interpersonal skills; prior customer service or support experience is a major plus. Role details. Working schedule 5/2 – 15:30 to 24:00; 20 paid vacation days per 12-month period, paid days for sick leaves. Our rewards. Work should be meaningful and rewarding. HealthJoy offers a robust package of employee perks and benefits, including: Employment: HealthJoy LLC is part of the Ukraine Diia City legal framework. On your first day, you will sign a Gig-Contract via the Vchasno system, gaining a status of a Gig-Specialist. Competitive compensation: The compensation grows as you grow with HealthJoy, with the potential to double it within 1.5 years. Top performers earn KPI-based bonuses. Great career growth opportunities: You will have a chance to go through…