Agent, Support Operations
Our mission at Curai is to make high-quality healthcare accessible to all. We are fulfilling this audacious mission by building a scalable virtual-first primary care service that provides patients with high-quality care anytime, anywhere, from any device, at a very affordable price, by blending high-touch clinical care and artificial intelligence.
Our company is remote-first and we consider candidates across India.
Support Operations agent at Curai
We are looking for a Support Operations Agent with Voice support experience based in India to join our Operations Team. This role is responsible for delivering high-quality external customer and internal team member support. This role will provide telephone and email support to our customers and internal teams based in the US.
Who You Are
None of these individually are hard requirements, but they do describe the type of folks that we think would be most effective and happy at Curai. You...
• Have a strong orientation to Curai’s mission to make high-quality healthcare accessible to all
• Have worked remotely before, or have a strong feeling that you'd work well with a 100% remote team, spread across multiple time zones (mostly US, but also Europe, and Asia)
• Love tackling complex problems that span multiple systems
• Are excited to try things out to validate new features, and move on if they no longer solve a problem
• Are able to work effectively with others. You will be working closely with other engineers, designers, product managers, and data scientists to build product features and high-quality products
• Have demonstrated feature development ownership; you can lead by example and enjoy mentoring and inspiring other engineers
• Value breadth of knowledge as much as specialization
• Have informed opinions that you hold lightly
• Are excited about getting on the speeding train that is a growing startup
• Enjoy thinking through trade-offs, with both mindfulness of near-term needs and Curai’s long-term strategy
• Embrace writing concise documentation so that onboarding new team members is simple and we reduce siloed domain expertise by individuals
What You'll Do
A day in the life as a Curai Support Operations Agent is spent doing things like:
• Tackling a variety of issues for customers to resolve their concerns quickly
• Following communication procedures, guidelines, and policies
• Going the extra mile to engage customers and help resolve their issues
• Handling changes in policies or renewals
• Handling customer calls & emails with empathy, active listening, and product expertise
• Crafting and customizing emails using personalization while maintaining the brand voice
• Using solution-driven tactics to troubleshoot issues to provide a seamless customer experience
• Actively listening to customer issues to diffuse or escalate as necessary
• Capturing user feedback to help us improve our product!
• Performing against challenging goals with a best-in-class team for the efficiency & quality of work
• Ensuring the safety of our patients' information by operating under HIPAA guidelines
• Accurately documenting customer feedback and issues using ticketing systems
• Autonomously handling customer requests with motivation and discipline
• Building sustainable relationships of trust through open and interactive communication
• Contributing to a positive and supportive team environment
What You'll Need
We recognize not everyone will have all of these requirements. If you meet most of the criteria below and you’re excited about the opportunity and willing to learn, we’d love to hear from you. You should have:
• A College degree
• At least 5 years of overall work experience
• 3 years of experience in the field of customer support
• Experience with providing telephone support to US customers
• A willingness to work US daytime hours (India night time hours)
• A Typing speed of at least 40wpm
• Ability to manage data and work with spreadsheets
• Previous experience in Customer Service via Email/Chat/Phone
• Customer orientation and ability to adapt/respond to different types of customers
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
What We Offer
Culture: Mission driven talent with great colleagues committed to embodying our values, collaborating closely, and driving performance
Pay: Competitive compensation and stock
Curai Health is a startup with a small, but world-class team from high tech companies, AI researchers, practicing physicians, to team members from non-traditional career paths and backgrounds. We also have research partnerships with leading universities across the country and access to medical data that facilitates research in this space. We are a highly collaborative, data-driven team, focused on delivering our mission with funding from top-tier Silicon Valley investors including Morningside, General Catalyst, and Khosla Ventures.
At Curai Health, we are highly committed to building a diverse and inclusive environment. In keeping with our beliefs and values, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. To promote an equitable and bias-free workplace, we set competitive compensation packages for each position and do not negotiate on our offers. We are looking for teammates that are mission-driven, embody our core values, and appreciate our transparent approach.