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Email Customer Support Agent (Healthcare)
Sleep Center
WorldwideRemote10mo ago
- Employment
- Full-time
About the role
- Respond to clinical providers’ email questions with clear, empathetic, and accurate answers
- Research unfamiliar issues, apply critical thinking, and craft solutions without waiting for step-by-step instructions
- Log recurring questions, draft new knowledge-base articles, and revise existing content when processes change
- Escalate complex or high-priority issues to the appropriate internal team and follow up to ensure closure
- Track ticket metrics such as first-response time and resolution time; identify patterns and suggest process improvements
- Mastery of written English with flawless grammar, punctuation, and tone control
- Proven ability to think for yourself, diagnose root causes, and propose solutions
- Experience providing email support in a healthcare or SaaS environment (minimum one year)
- Familiarity with help-desk or ticketing tools such as Zendesk, Help Scout, or Freshdesk
- Comfortable updating and maintaining a knowledge base or FAQ system
- Reliable high-speed internet and the ability to work core U.S. business hours
- Knowledge of medical or insurance terminology
- Experience writing SOPs or process documentation
- Previous remote-work experience on a distributed team
- First-response time under one business hour for provider emails
- Consistent resolution of tickets within one business day for routine questions
- Weekly knowledge-base updates that reduce repetitive inquiries
- Proactive recommendations that improve workflow efficiency or customer satisfaction
- Full-time remote role
- Monday–Friday, approximately 8 AM–5 PM Central Time (flexible for the right candidate)
- Compensation commensurate with experience
- Candidate provides their own computer and secure work environment
- Please attach a 3 writing samples to your application and also include the phrase "I can think on my feet" to demonstrate you read this job post.
Perks & benefits
- Distributed Team
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