Senior Client Support Representative

About Our ClientThe organization operates in the online mental health space, providing telehealth therapy services to more than two million users. It addresses the global challenge of accessing quality mental healthcare by delivering therapy through a digital platform, helping bridge gaps in treatment availability and supporting users throughout their wellness journey remotely.About the OpportunityThe Senior Client Support Representative provides timely, empathetic support to clients regarding benefits coverage and service-related issues. This role focuses on resolving complex inquiries, educating clients about available self-service resources, and identifying opportunities to improve support processes.The position directly contributes to client satisfaction by ensuring issues are thoroughly investigated, accurately resolved, and followed through to completion.Responsibilities• Respond promptly and accurately to client inquiries regarding benefits and service issues using internal knowledge resources.• Resolve complex and escalated cases with empathy, attention to detail, and thorough investigation.• Educate clients on self-service resources and tools available through the platform.• Follow up with clients to confirm issue resolution and satisfaction.• Identify trends in client contacts and escalate potential issues to leadership.• Stay informed about business updates, policies, and processes to provide accurate support.• Contribute to the departmental knowledge base and recommend process improvements.• Participate in team meetings, coaching sessions, and onboarding activities.• Support departmental projects focused on improving the client support experience.• Perform other related duties as assigned.Requirements• Minimum of 2 years of experience in contact center, customer support, or similar client-facing roles involving email, chat, and phone support.• High school diploma or equivalent preferred; college degree is a plus.• Experience or interest in telehealth, teletherapy, medical insurance, or related healthcare services is beneficial.• Ability to multitask effectively across multiple systems and applications.• Strong written and verbal communication skills.• Strong critical thinking, investigative, and problem-solving abilities.• Ability to work independently in a remote environment while maintaining effective communication with supervisors and team members.• Basic math skills.• Familiarity with Zendesk, Atlassian products such as Jira and Confluence, Looker, or workforce management tools is a plus.• Typing speed of approximately 50–60 words per minute.• Reliable internet connection.Pay Range and Compensation Package• Hourly pay rate: $22.00 per hour. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.