Customer Success Specialist I, Bilingual

Job not on LinkedIn

🔥 8 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Papa

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Papa is a company dedicated to providing companion care services to support health plans, employers, and their members. Papa connects individuals, particularly the elderly and those with special needs, to Papa Pals—real people who assist with everyday tasks, transportation, and provide social support. By promoting human connection and addressing social isolation, Papa enhances the well-being of its members. It collaborates with nearly 100 health plans and employers to improve health outcomes and offer benefits like reduced hospital visits and preventive care. Papa is committed to fostering independence for older adults, advancing equity for marginalized populations, and curing loneliness through personalized care services.

📋 Description

• Answer inbound member calls as the first point of contact, providing friendly, professional, and compassionate support. • Assist members with scheduling, rescheduling, or canceling Papa visits. • Explain Papa’s services, including companionship, transportation, light housework, and post-discharge support, and guide members in using their benefits. • Coordinate real-time escalations with the Visit Support team. • File and document member complaints and concerns by creating and updating Zendesk tickets. • Offer credits for service recovery when appropriate and aligned with Papa’s guidelines. • Assess member concerns, explore solutions, and determine appropriate courses of action. • Maintain accurate records of calls and interactions. • Manage call volume while meeting empathy, professionalism, quality, and response-time standards. • Handle sensitive personal and confidential financial information in accordance with HIPAA/HIPPA and company protocols. • Demonstrate empathy and active listening during challenging or emotional situations. • Collaborate with internal teams through Slack and other tools to ensure timely responses, handoffs, and member-focused solutions.

🎯 Requirements

• Strong verbal and written communication skills with a calm, empathetic tone. • Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion. • Strong problem-solving skills and sound judgment when offering resolutions or credits. • Highly organized with the ability to manage multiple calls, systems, and follow-ups simultaneously. • Comfortable using support platforms like Zendesk, Slack, and Google Workspace. • Accurate and thorough documentation habits, with attention to detail and data entry standards. • Ability to adapt in a fast-paced, changing environment while maintaining service quality. • Availability to work scheduled shifts aligned with member demand, including some holidays and weekends as needed and assigned via shift bids. • Ability to adhere to Papa’s work-from-home requirements, including a hardwired (Ethernet) internet connection and a distraction-free workspace during scheduled hours. • Fluency in English (written and verbal) required. • Bilingual proficiency in Spanish or Creole preferred.

🏖️ Benefits

• Competitive salary and equity package • Medical, dental and vision insurance coverage • HSA/FSA • 401(k) plan with a match up to 4% • Flexible PTO • Parental leave and caregiver leave

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