Customer Experience 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 45,000 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 through their issues.
• Resolve ~40 provider/patient inquiries daily via email, live chat, and phone.
• Continuously learn and upskill on Headway’s evolving product and service.
• Advocate for providers and patients by surfacing frictions in customer experience.
• Outstanding verbal and written communication skills are essential.
• Navigate sensitive client-facing situations with calm and poise.
• Make thoughtful decisions with integrity and positive intent.
• Meet and exceed tactical goals while maintaining high-quality work.
• Enjoy problem-solving and finding elegant solutions for customers.
• This is a full-time position with occasional weekend/holiday shifts.

Requirements

• Strong communication skills.
• Ability to handle challenging conversations.
• Good judgment and discretion.
• Competitive and goal-oriented mindset.
• Passion for problem-solving.

Benefits

• Equity Compensation.
• Medical, Dental, and Vision coverage.
• HSA / FSA.
• 401K.
• Work-from-Home Stipend.
• Therapy Reimbursement.
• 16-week parental leave for eligible employees.
• Flexible PTO.
• Employee Assistance Program (EAP).
• Training and professional development.