Customer Care Associate

Deliver on the Headway promise. Driven by our mission and your love of problem-solving, you will effectively and empathetically help our providers and patients through any issues they encounter along their Headway user journey.

Resolve inquiries for our Providers and Patients. Solve ~40 provider / patient inquiries via email, live chat and phone daily, consulting available resources and your team. We are expanding our support hours to include weekends. Coverage runs Monday–Friday 9 AM – 6 PM and Saturday–Sunday 8 AM – 7 PM ET, and this role will require weekend availability.

Continuously learn and upskill. Being committed to ongoing growth and development, you will use available resources to continuously stay up-to-speed on Headway’s evolving product and service, and insurance practices.

Advocate for our providers and patients: You will proactively surface frictions in customer experience, and propose process and product iterations, in the service of Headway’s mission.

Communication is your superpower. You have outstanding verbal and written communication skills; you’re succinct, clear, friendly, empathetic, and always solution-oriented.

You tackle challenging conversations head-on. You navigate sensitive and high-pressure client-facing situations and de-escalations with calm, poise and optimism.

You have good judgment and discretion. You lead with integrity; you make thoughtful decisions with positive intent.

You thrive with tactical goals. You’re competitive and seek to always meet and exceed targets while upholding the highest quality of your work.

You’re a passionate problem-solver. You enjoy a challenging scenario and you always seek to get to the root cause, and find elegant solutions for customers.

This is a full-time position open to candidates across all US geographic locations. Headway employees work remotely across the US, with the option to work from our offices in New York City or San Francisco. Occasional shifts may need to take place on weekend/holiday hours.

Candidates must have a quiet, private work space equipped with high-speed internet to fulfill shifts.