Customer Experience Associate

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. By working with our customers through email, live chat and phone you will guide them through any challenge, resolve their operational and technical issues, and make Headway feel like magic. 

Being results- and impact-driven, you thrive on helping providers/patients through any challenges they have on Headway. You enjoy delighting customers with every interaction, and solving any issues they have on Headway in a clear, friendly and effective way. Guided by our principle of Act Like a Headway Owner, you never miss a chance to elevate our customers' experience and work with your team to bring new and improved solutions to life. Being in healthcare tech, you thrive in a high-paced tech environment and have strong interest or prior experience in healthcare. 

You will: 

• Deliver on the Headway promise. Driven by our mission and your love of problem-solving, you will effectively and empathetically help our providers and patients through any issues they encounter along their Headway user journey. 
• Resolve inquiries for our Providers and Patients. Solve ~40 provider / patient inquiries via email, live chat and phone daily, Mon-Fri 9 AM - 6 PM (open to all US-based time zones), consulting available resources and your team. 
• Continuously learn and upskill. Being committed to ongoing growth and development, you will use available resources to continuously stay up-to-speed on Headway’s evolving product and service, and insurance practices. 
• Advocate for our providers and patients: You will proactively surface frictions in customer experience, and propose process and product iterations, in the service of Headway’s mission. 

You will love this job if...

• Communication is your superpower. You have outstanding verbal and written communication skills; you’re succinct, clear, friendly, empathetic, and always solution-oriented.
• You tackle challenging conversations head-on. You navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism. 
• You have good judgment and discretion. You lead with integrity; you make thoughtful decisions with positive intent.  
• You thrive with tactical goals. You’re competitive and seek to always meet and exceed targets while upholding the highest quality of your work.
• You’re a passionate problem-solver. You enjoy a challenging scenario and you always seek to get to the root cause, and find elegant solutions for customers. 

This is a full-time position. Occasional shifts may need to take place on weekend/holiday hours. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco. 

Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts.

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
  • Group A: $68,500 ($32.45/hour)
  • Group B: $61,650 ($29.20/hour)
  • Group C: $54,800 ($25.96/hour)
  • Examples of cities located in each Compensation Grouping:
    • Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
    • Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, and Portland
    • Group C = All remaining cities

• Benefits offered include:
• Equity Compensation
• Medical, Dental, and Vision coverage
• HSA / FSA
• 401K
• Work-from-Home Stipend
• Therapy Reimbursement
• 16-week parental leave for eligible employees
• Carrot Fertility annual reimbursement and membership
• Flexible PTO
• Employee Assistance Program (EAP)
• Training and professional development