Customer Care Associate - Remote

Overview

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance.

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice.

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 60,000 mental healthcare providers across all 50 states who run their practice on our software and have served over 1 million patients. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

In Short

• Deliver on the Headway promise by helping providers and patients with their issues.
• Resolve approximately 40 inquiries daily via email, live chat, and phone.
• Continuously learn about Headway’s products and services.
• Advocate for providers and patients by identifying and proposing improvements.
• Communicate effectively and empathetically with customers.
• Handle challenging conversations with calm and poise.
• Make thoughtful decisions with integrity.
• Meet and exceed tactical goals while maintaining quality.
• Enjoy problem-solving and finding elegant solutions.
• Work in a fast-paced tech environment.

Requirements

• Outstanding verbal and written communication skills.
• Experience in customer support or healthcare preferred.
• Ability to navigate sensitive client-facing situations.
• Strong judgment and discretion.
• Competitive mindset to meet targets.
• Passionate about problem-solving.

Benefits

• Equity Compensation.
• Medical, Dental, and Vision coverage.
• HSA / FSA options.
• 401K retirement savings.
• Work-from-Home Stipend.
• Therapy Reimbursement.
• 16-week parental leave for eligible employees.
• Carrot Fertility annual reimbursement and membership.
• 13 paid holidays each year.
• Flexible PTO.
• Employee Assistance Program (EAP).
• Training and professional development opportunities.