Customer Service Representative Job at Vida Health
$40,000 - $50,000 a year
ABOUT US
At Vida, we help people get better — and we’re helping the healthcare system get better, too.
Vida provides expert, personalized, on-demand health coaching and programs through a network of experienced health care providers — like dietitians, therapists, and health coaches and leading medical institutions — coupled with an easy-to-use app with award-winning content.
We focus on chronic conditions — like diabetes, depression, and hypertension — which account for 80% of the $3 trillion spent on healthcare in the US.
By combining advanced technology with the top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. Vida’s cloud-based platform captures real-time data from 100+ devices and apps and delivers AI-driven insights back to employers, health plans, and providers to improve care. We are trusted by Fortune 1000 companies, major national payers, and large providers to enable their employees to live their healthiest lives.
**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.
About the Role
As Vida’s Customer Support Agent, you will play a critical role in shaping the Vida support experience for our customers. You will be responsible for assisting customers with technical issues or questions related to our app and services. If you thrive in a fast-paced startup environment, enjoy working with both internal and external partners and customers, and want to be involved in the cutting edge of healthcare, this role may be for you.
RESPONSIBILITIES
- Respond to support inquiries and issues reported by customers (via phone or email) with requisite consideration, empathy, and thoughtfulness
- Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs)
- Efficiently diagnose and troubleshoot technical issues to determine the next support steps - provide solutions or escalate to the appropriate level
- Become an expert on Vida’s programs, client-specific offerings, and features, helping our customers understand all of the benefits pertaining to their specific health needs
- Clearly track and communicate bugs or trending issues to management when they arise
- Report regularly on customer feedback to help drive product and process improvements
- Assist Tier 2 Support and management with special projects as needed
REQUIREMENTS
- Must be available for required work timeframes as listed in application
- 1-2 years of customer support experience in a growing and fast-paced technology company
- Comfortable handling technical and non-technical cases
- Positive and optimistic personality - no problem is too big
- Excellent listening and problem-solving skills with a passion for helping people
- Outstanding written and oral communication skills, with the ability to explain technical problems or solutions to a non-technical audience
- Strong time management, task management, organization, and prioritization skills
- Empathy, desire to learn and grow
BONUS SKILLS
- Experience working in the health and wellness space
- Comfort and experience working in an external-facing capacity
- Working knowledge of Zendesk, JIRA, and SlackProficient with G-Suite
BENEFITS
- Competitive compensation with meaningful stock options
- Medical, Dental, Vision, Disability and Life Insurance (We cover 100% of your premium and 80% for your dependents)
- Healthcare FSA Plan
- Dependent Care FSA Plans
- Commuter and Parking Benefits
- 401k Program
- Flexible PTO Policy
- Paid Parental Leave
- 10 Paid Company Holidays
PERKS
- We’re a distributed company, so you can work from most US states (We still have a HQ office in San Francisco)
- Access to a Vida Health Coach and the full Vida app
- New hire home office stipend
- Monthly wellness benefit
- Training and leadership development programs
- Weekly meetups with team members across the country through our #connectandcommit program
- Quarterly all-company events
- Quarterly team-based connection opportunities
- Significant opportunities for growth and development as the business grows
Subject to regional and individual evaluation.
Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.
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