Customer Support Agent, Vida Health
Tier 1
$40k
More information about location
Virtual care for physical and mental illnesses
Be an early applicant
Virtual care for physical and mental illnesses
501-1000 employees
Be an early applicant
$40k
More information about location
501-1000 employees
Company mission
To eradicate chronic illness, both physical and mental.
Role
Who you are
- If you thrive in a fast-paced startup environment, enjoy working with both internal and external partners and customers and want to be involved in the cutting edge of healthcare, this role may be for you
- 1-2 years of customer support experience in a growing and fast-paced technology company
- Open availability to work on weekends and some holidays
- Comfortable handling technical and non-technical cases
- Positive and optimistic personality- no problem is too big
- Excellent listening and problem-solving skills with a passion for helping people
- Outstanding written and oral communication skills and the ability to explain technical problems or solutions to a non-technical audience
- Strong time management, task management, organization and prioritization skills
- Empathy and the desire to learn and grow
What the job involves
- As Vida’s Customer Support Agent, you will play a critical role in shaping the Vida support experience for our customers
- You will be responsible for assisting customers with technical issues or questions related to our app and services
- Respond to support inquiries and issues reported by customers (via phone or email) with requisite consideration, empathy and thoughtfulness
- Ensure timely resolution of support tickets in accordance with established service level agreements (SLAs)
- Efficiently diagnose and troubleshoot technical issues to determine the next support steps- provide solutions or escalate to the appropriate level
- Become an expert on Vida’s programs, client-specific offerings and features- helping our customers understand all of the benefits pertaining to their specific health needs
- Clearly track and communicate bugs or trending issues to management when they arise
- Report regularly on customer feedback to help drive product and process improvements
- Assist Tier 2 Support and management with special projects as needed
Our take
Technology presents a vast range of solutions to help improve the quality of care that individuals can access, including health tracking apps, digital medical appointments and virtual health coaching. However, these innovations have ultimately resulted in a tangle of resources and solutions which can be difficult or inconvenient to access.
Vida Health integrates a wide variety of these innovations in the healthcare industry into packages, aiming to provide improved healthcare to individuals, employers and health insurers with an organized selection of physical and mental health services. This approach is more convenient and effective than finding and signing on to individual services, and Vida has accordingly grown a large customer base including the likes of PayPal, ebay and Prudential.
With the mass of options available to improve healthcare becoming overwhelming, Vida Health has been smart to identify the need for an integrated solution. Investors agree - it has attracted significant levels of funding. Going forward the company is well poised to grow further as employers increasingly realize the importance of supporting their employees' mental and physical health needs.
Steph
Company Specialist at Welcome to the Jungle
Insights
-28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$28.5m
LATE VC
May 2021
$110m
SERIES D
Total funding: $216.5m
Company benefits
- Flexible paid time off
- Paid parental and family leave
- Learning and development opportunities
- Monthly wellness benefit
- Vida program access
- Work from home opportunities
- Comprehensive health plans
Company values
- Put members first - We’re laser-focused on the better health, exceptional clinical outcomes, and success of our members
- Be an Entrepreneur - We’re scrappy, take calculated risks, and build in the white space
- Persist and delight - We experiment, we innovate, we iterate, and we give a damn about getting things right
- We get stuff done - We apply grace, grit, and a growth mindset to get stuff done
- Disagree but commit - We say the hard things, hold each other accountable, and commit —even if we disagree
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Stephanie Tilenius
(CEO & Founder)Previously VP & GM of PayPal Merchant Services at PayPal SVP & GM - North America and Global Product at eBay and Vice President - Commerce and Payments at Google.
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