Support Specialist - Spanish Speaking

Remote - U.S.

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About us: 

At Ginger, we believe that everyone deserves access to incredible mental healthcare. Our on-demand system brings together behavioral health coaches, therapists, and psychiatrists, who work as a team to deliver personalized care, right through your smartphone. The Ginger app provides members with access to the support they need within seconds, 24/7, 365 days a year. Millions of people have access to Ginger through leading employers, health plans, and our network of partners.

Ginger has been recognized by The World Economic Forum as a Technology Pioneer and by Fast Company as one of the Most Innovative Companies in Healthcare. 

About the Role:

Come join our swift and innovative Support Team as we continue to build and grow. The ideal candidate is enthusiastic about creating an unparalleled level of service for Ginger members and clinicians. Our Support Specialists facilitate an excellent experience through customer service and administrative interactions on a daily basis. In addition to our day to day tasks, the team also has the opportunity to use data from our direct support to advocate for improvements to our product.  

You must be an excellent communicator, a team player, compassionate, and able to stay calm while troubleshooting in the face of a storm. A passion for detail and organization is also key, as you’ll be managing many various channels of communication with members and clinicians across our platform.

Shifts available: Mon-Fri 4am-12:30pm PST & 12pm-8:30pm PST

Role & Responsibilities:

  • Provide friendly, thoughtful, professional and efficient service to Ginger members and clinicians via live chat, email and phone
  • Manage administrative tasks related to member care
  • Assist with payments, billing and claims information for members
  • Identify, troubleshoot, escalate and monitor technical issues affecting members and clinicians 
  • Work collaboratively to research information and troubleshoot problems
  • Identify opportunities to represent the voice of the member internally
  • Occasionally able to work weekends and holidays

Experience & Skills:

  • Must be a fluent-Spanish speaker who feels comfortable providing support in Spanish
  • Strong communication and interpersonal skills
  • Skilled and eloquent writing
  • Excels at multitasking while maintaining a strong eye for detail and organization
  • Comfortable in a fast­-paced environment subject to ambiguity
  • Perceptive about human behavior and motivation and able to ask the “right” questions
  • A true customer advocate who knows what it means to go above and beyond for the customer
  • Ability to communicate well with team members to solve problems
  • Organized and process driven
  • Self-starter with a passion for complex problem solving
  • Familiarity or experience with mental health or health care

Bonus Experience & Skills:

  • 1+ years experience in customer support or other customer facing role a plus, but not mandatory
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty.
  • Experience delivering customer service via chat
  • Familiarity with Electronic Health Records platforms and ticketing systems (e.g. Zendesk, Helpscout, Desk, etc.). 
Job region(s): North America
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