Support Representative (Day/Evening)
Zeel
Summary
Zeel, a leading provider of trusted health and wellness services, is looking for a smart, innovative associate to join our Support team. Support Representatives are at the heart of the Zeel mission, providing best-in-class service to a wide range of clients, including medical patients, VA Medical Centers, and providers in the Zeel network.
Job description
In this role, you'll ensure every interaction reflects Zeel's commitment to a superb, 5-star consumer experience. You'll assist clients and patients looking to book wellness and medical services, troubleshoot issues, manage multiple lines of communication, and proactively solve problems. The role requires exceptional multitasking abilities and strong communication skills.
This is a full-time position and requires weekend and holiday hours - not a standard 9-5 role. This is a fully remote position, however, you must be physically located within the United States. Possible shifts include 8am-5pm, 10am-7pm, and 11am-8pm EST Monday-Friday, as well as 4pm-1am EST (Thursday-Monday) and 5pm-2am EST (Sunday-Thursday).
Responsibilities include:
- Serve as the public face of Zeel by providing top customer and patient support for all inbound and outbound communications with Zeel users and Providers in the Zeel network
- Engage with customers, patients and providers via text, live chat, email and phone
- Handle escalations with frustrated customers and providers
- Fulfill and schedule bookings with the requested providers in the Zeel network
- Escalate top priority, critical issues to the appropriate team
- Improve our documentation to help our Zeel users help themselves
- Collaborating with other departments and fellow associates on projects as necessary
A successful Support Representative at Zeel typically has:
- 3-4 years of experience in a customer service role
- Exceptional verbal & written communication skills in English
- Experience using a ticketing system, such as Zendesk or Kustomer
- Empathy with customers and an ability to quickly size up situations and potential issues
- The ability to use empathy to de-escalate difficult situations
- An obsession with customer happiness - we measure CSAT and NPS
- A roll-up-your sleeves mentality befitting our fast-paced startup environment
Requirements
- 3-4 years of experience in a customer service role
- Exceptional verbal & written communication skills in English
- Experience using a ticketing system, such as Zendesk or Kustomer
- Empathy with customers and ability to quickly size up situations and potential issues
- Ability to use empathy to de-escalate difficult situations
- Obsession with customer happiness (CSAT and NPS)
- Roll-up-your-sleeves mentality in a fast-paced startup environment
- Must be physically located within the United States
- Availability for weekend and holiday hours
Benefits
- Flexible vacation schedule
- Medical, Dental & Vision
- 401(k) Matching
- Fully Remote/WFH
- Complimentary/Discounted Massages
Company overview
Zeel is a prominent healthcare technology company specializing in on-demand wellness and therapeutic services delivered directly to patients' homes. Operating in the home health care services sector, Zeel has established itself as a leading platform connecting licensed massage therapists, physical therapists, and other wellness professionals with clients seeking convenient, high-quality care in their own environments. The company's innovative approach leverages technology to streamline appointment scheduling, practitioner matching, and service delivery, making professional therapeutic services more accessible than traditional clinic-based models. Zeel's services typically include therapeutic massage, physical therapy, and other wellness treatments designed to address pain management, stress reduction, and overall health improvement. By focusing on the intersection of healthcare and technology, Zeel has created a unique position in the market, offering both individual consumers and corporate wellness programs flexible, professional care options. The company's model emphasizes convenience, quality assurance through practitioner vetting, and personalized care plans tailored to individual health needs and preferences.