Customer Support Representative

ABOUT COUNSEL http://counsel.health/ Counsel’s mission is to multiply the world's healthcare capacity. We believe in a future in which every person has a personalized, AI-enabled doctor always in their pocket. To accomplish this, we’re building the first fully-vertical, AI-native medical group from the ground up. We’ve redesigned the entire clinical stack with custom AI tools that make our in-house physicians 10x faster and smarter. [learn more on our blog https://www.counselhealth.com/blog] Since our founding in 2023, we have formed partnerships with leading healthcare organizations and are on track to serve hundreds of thousands of patients on our platform within the next year. We have raised over $35M from a16z, Google Ventures, Pear VC and other top-tier VC firms. Our team combines deep expertise in medicine (Harvard, Mt. Sinai, Mass General, UCSF) and technology (MIT, Google, DeepMind, NVIDIA, Stripe, Meta) — and we’re looking for exceptional people to join us as we scale. Join us as we build the future of AI in healthcare! ----------------------------------------------------- Counsel is growing, and support is growing with it. More patients, more questions, and a wider range of issues, from the simple to the genuinely complex. We're looking for a Customer Support Representative to own patient conversations across phone and email, resolve the issues behind them, and make sure what patients tell us actually reaches the people who can fix it. What You'll Do - Deliver exceptional support across phone and email, giving patients clear, accurate answers and an experience that reflects the standard of care Counsel is built on - Troubleshoot technical issues end to end, and liaise between patients and internal teams across clinical, engineering, and operations to drive resolution - Serve as a strong advocate for patients by surfacing trends, identifying recurring friction points, and capturing actionable feedback that shapes both the product and the care experience - Maintain accurate and detailed documentation of patient interactions in alignment with quality standards and operational best practices - Meet or exceed key performance metrics including quality, response time, resolution time, and patient satisfaction - Demonstrate accountability, adaptability, and resilience by maintaining strong engagement and responsiveness throughout assigned shifts - Embrace feedback and continuous learning with a growth mindset, actively seeking opportunities to improve both individual performance and team impact What You'll Bring - 2+ years of experience in customer support, patient support, or a contact center role, ideally in a high volume environment - Excellent written and verbal communication, with the ability to explain technical or clinical processes in plain language - Genuine comfort troubleshooting technical issues, and the persistence to find a root cause rather than settle for a workaround - Experience with modern support tooling (Intercom, Zendesk, HubSpot, or similar) - Experience in healthcare or another regulated industry, with a clear understanding of how to handle sensitive information, HIPAA familiarity a plus - Availability to work shifts across a seven day support schedule, including evening and weekend coverage Who You Are - Genuinely enjoys helping people, and holds warmth and efficiency at the same time, even on the tenth hard conversation of the day - Takes ownership of a problem from first contact through resolution, and follows up without being chased - Writes clearly and calmly under pressure, with an instinct for what a worried patient actually needs to hear - Notices patterns rather than just tickets, and turns "this keeps happening" into something the team can act on - Comfortable with ambiguity in a fast moving startup where processes are still being written and your input will shape them - Treats feedback as useful information rather than criticism, and is always hunting for the next thing to get better at SCHEDULE This is a full-time, 40-hour-per-week position supporting patients across a seven-day schedule. Team members work a two-week rotation with some nights and some weekend shifts. Recruitment Fraud Notice. Counsel Health only communicates with candidates using official @counselhealth.com http://counselhealth.com email addresses. We will never ask for payment or financial information during the interview process. If you receive suspicious outreach claiming to be from Counsel Health, please contact us at careers@counselhealth.com.   Counsel Health participates in E-Verify https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf. All newly hired employees are processed through the E-Verify system to confirm employment eligibility.