Customer Support and Data Scraping Specialist – Health and Wellness App

***PLEASE DO NOT APPLY FOR THIS POSITION IF YOU DO NOT HAVE EXPERIENCE IN CUSTOMER SUPPORT***

Our company offers a platform designed to transform the way employers provide health benefits to their employees and their families. Our mission is to enhance health for everyone by empowering employers to connect their employees with exceptional, personalized health and wellness benefits instantly and from anywhere. By aggregating consumers, we aim to reduce costs, broaden accessibility, and improve the standard of care overall. The platform simplifies the offering of health benefits by eliminating the need for multiple contracts, selection processes, support, and reimbursements, thus saving time for employers, and providing their employees with access to over 2,000 health and wellness products and services. Reflecting the aesthetics and functionality familiar to e-commerce environments, we cater specifically to the American market, focusing on workers who receive wellness benefits from their employers

About the Position:
As a Customer Support and Data Scraping Specialist, you will be the first point of contact for our users, offering expert guidance, resolving issues, and ensuring a seamless experience with our App. This role requires a passion for helping others, a deep understanding of our platform, and the ability to troubleshoot technical issues. You will be working in a fast-paced, dynamic environment, providing support via Intercom and other online channels while leveraging our internal tools. In addition to support responsibilities, you will engage in manual web entry and data maintenance tasks to ensure our database’s accuracy and completeness.

Responsibilities:
-Provide timely, empathetic support to users via chat, email, and social media channels, ensuring a positive experience with every interaction.
-Troubleshoot and resolve issues related to account setup, login problems, transaction discrepancies, and other app functionalities.
-Guide users through financial actions such as processing refunds, analyzing transactions, and understanding billing discrepancies.
-Collaborate with the Technical and Finance teams to report and track bugs, contributing to the continuous improvement of the App.
-Manage and update user accounts, including personal information corrections, subscription management, and account deletion requests.
-Contribute to the development of our knowledge base, creating and updating help articles to empower users to find solutions independently.
-Collect and report user feedback to the product and development teams to help shape future App features and services.
-Perform manual web entry tasks to update and maintain accurate company information, including data verification and cleansing.
-Assist in the search for and integration of providers and services data into our platform, ensuring all information is up-to-date and accurately reflects our offering.

Requirements:
-Excellent English communication skills: verbal, written, and reading is a MUST
-Experience in customer support is a MUST
-Experience in handling financial transactions, including processing refunds and analyzing transaction data.
-Demonstrated experience with data entry and the ability to perform meticulous, accurate web research.
-Strong problem-solving skills with the ability to think critically under pressure.
-A team player with a positive attitude and the ability to work independently.
-Knowledgeable about digital health and wellness services is an ADVANTAGE
-Proficient with customer support software such as Intercom and Zendesk is an ADVANTAGE
-Previous customer support experience with platforms like Grab, UberEats, DoorDash, and similar applications is a BIG ADVANTAGE

Work Schedule:
-This is a full-time position in a work-from-home setup
-Since the work schedule is 12 hours a day, 7 days a week, the two agents will alternate the schedule:
-One agent will work for 4 days a week
-And another agent will work for 3 days a week

TO APPLY FOR THIS POSITION, FOLLOW THE INSTRUCTIONS BELOW:
1. Include the phrase “APP” in your SUBJECT.
2. Send a COVER LETTER with a LINK to your CV/Resume.

***APPLICATIONS WITHOUT CVS/RESUMES WILL NOT BE CONSIDERED***