EverHealth - Customer Service and Support Associate

Accountabilities:

• • Customer & Account Support: Serve as a primary contact for non-technical customer inquiries through email, ticketing systems, phone, chat, and other support channels, addressing billing questions, account updates, contracts, plans, training coordination, and administrative requests.
  • End-to-End Case Ownership: Take responsibility for customer requests from initial intake through resolution, providing accurate information, timely follow-up, empathetic communication, and clear updates throughout the process.
  • Case Management: Manage an assigned queue while meeting established SLAs, response-time expectations, productivity targets, and quality standards, prioritizing requests according to urgency and customer impact.
  • Research & Resolution: Investigate customer questions independently, provide complete and easy-to-understand answers, and address the customer's broader needs whenever possible to reduce repeat contacts.
  • Documentation & Accuracy: Maintain detailed and accurate records of customer interactions, actions, account changes, billing requests, and resolutions within CRM and support systems.
  • Process Adherence: Follow established SOPs, workflows, escalation paths, quality standards, and ownership guidelines while identifying opportunities to make processes more efficient.
  • Cross-Functional Collaboration: Partner with Customer Success, Onboarding & Implementation, Finance/Billing, Sales, Account Management, Technical Support, and Operations to coordinate solutions requiring multiple teams.
  • Escalation & Handoffs: Ensure requests requiring specialized assistance are transferred to the appropriate team with complete context, minimizing unnecessary delays and escalations.
  • Customer Experience: Deliver professional, empathetic, and accurate support that builds customer trust, proactively communicating status and next steps whenever immediate resolution is not possible.
  • Continuous Improvement: Identify recurring customer issues, process gaps, friction points, and opportunities for self-service, and share actionable insights with leadership.
  • Knowledge & Automation: Use approved AI-assisted support tools, knowledge resources, and automation to improve support speed and quality while identifying repetitive workflows that could benefit from automation.
  • Knowledge Management: Contribute to internal documentation, playbooks, SOPs, knowledge articles, and reusable guidance covering common customer questions and effective resolutions.
  • Adaptability: Stay effective as products, tools, processes, policies, and customer-support models evolve.

  Requirements:

  • Experience: 2+ years of experience in Customer Support, Customer Operations, Account Services, Billing Operations, or another customer-facing environment.
  • High-Volume Support: Experience managing multiple customer inquiries or cases in a fast-paced, high-volume environment while maintaining accuracy and service quality.
  • Communication: Excellent written and verbal communication skills, with the ability to explain complex or account-related information clearly, professionally, and empathetically.
  • Problem Solving: Strong analytical and research skills, with the ability to investigate customer questions, identify appropriate solutions, and work independently.
  • Customer Focus: A strong customer-first mindset, sense of ownership, accountability, professionalism, and empathy, particularly when handling challenging customer situations.
  • Organization: Excellent time-management and organizational skills, with the ability to prioritize competing requests and maintain attention to detail under tight timelines.
  • Systems: Experience working with CRM, ticketing, or customer-support platforms and comfort learning new software and operational tools.
  • Cross-Functional Collaboration: Demonstrated ability to work effectively with multiple internal teams and coordinate requests requiring shared ownership.
  • Performance Orientation: Comfortable working against SLAs, productivity targets, quality standards, and other customer-support performance metrics.
  • Process Mindset: Strong attention to process, documentation, accuracy, and continuous improvement, with an interest in identifying opportunities to reduce customer effort.
  • Adaptability: Comfortable working in a rapidly evolving environment and learning new products, tools, policies, and processes.
  • Preferred Experience: Background in healthcare technology, SaaS, or another regulated customer environment; experience with billing, contracts, subscriptions, plans, or account operations.
  • Preferred Tools: Familiarity with Salesforce, Zendesk, Intercom, Jira, knowledge-management systems, AI-assisted support platforms, automation tools, or AI-enabled workflows.
  • Work Authorization: Must be authorized to work in the United States without employer sponsorship.
  • Work Environment: Must be able to work remotely within the U.S. and collaborate effectively across different time zones. Occasional travel to company offices or other locations in North America may be required.

  Benefits:

  • Compensation: Target total compensation of $18–$20 USD per hour in most U.S. locations, with final compensation determined by location, market conditions, experience, and expertise.
  • Remote Flexibility: Work remotely anywhere in the United States, with in-office or hybrid options available where applicable.
  • Healthcare: Day-one access to a comprehensive health and wellness benefits package.
  • Wellness: Annual wellness stipend to support personal health and well-being.
  • Retirement: 401(k) plan with up to a 4% company match and immediate vesting.
  • Time Off: Flexible and generous FTO (flexible time off).
  • Professional Development: Continued investment in learning, development, and career growth.
  • Equity: Employee Stock Purchase Program.
  • Distributed Environment: Opportunity to collaborate with a globally distributed workforce across multiple countries and time zones.
  • Meaningful Impact: Work directly with customers while contributing to operational improvements, automation, knowledge management, and a stronger overall customer experience.