As a Customer Experience Agent, with an emphasis on chat support, you are passionate about supporting patients and serving as the best point of contact. Additionally, the Care Team is passionate about details and adhering to safe and compliant procedures that positively impact our patients health. A Customer Care role means being creative about solving problems, feeling empowered to work independently, with the ability to think outside the box. Above all, you embody the Thirty Madison mission of providing access to healthcare for all who suffer from chronic conditions.

Comp | Perks | Benefits 

• The base pay range for this position is $18.50 per hour
• Annual Incentive Plan + Stock Option Package
• Robust and affordable Health, Dental, and Vision plan options 
• 401k with a match, commuter benefits, and FSA
• Annual $750 vacation stipend and $500 happiness stipend
• Vacation time off policy - up to 10 vacation days accrued your first year. Vacation time begins accruing immediately.

**Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual incentive plan and stock options may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.

What you get to do every day

• Assisting patients to fully resolve concerns and questions, both through the Thirty Madison application and our customer support message system.
• Spend 95% of your time focused on supporting our patients over chat.
• Coordinate logistics associated with prescription insurance and medication delivery.
• Advocate on the patient’s behalf with insurance companies and pharmacies.
• Anticipate potential challenges that the patient might experience, and collaborate with them and Thirty Madison team members to improve the end-to-end patient experience.
• Keep organized records of patient interactions.
• Other duties as assigned 

What you bring to the role

• At least two years of written customer support experience
• Strong verbal and written communication skills - you’ll be the main point of contact between Thirty Madison and our patients
• Service mindset - you put yourself in other people’s shoes, act with empathy, and communicate clearly, kindly, and directly with patients and internal team members.
• Familiarity with technology, especially use of a computer
• A quiet place in your home to receive inbound and place outbound calls.
• Regular and reliable attendance, adherence to a scheduled shift

Bonus Points

• Ability to speak Spanish is a plus.
• Experience in a pharmacy, medical office, or fast-paced startup
• Familiarity with Zendesk
• Background in customer service chat support, especially balancing multiple chats in a fast-paced environment

Physical Requirements

• Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7 to 8 hours per day.
• Vision sufficient for use of a computer monitor.

Required IT

• Reliable at home internet with a download speed of at least 25 Mbps and an upload speed of at least 5 Mbps

All Company policies and procedures are subject to change without notice based on business needs. This includes, but is not limited to, the locations where we hire remote, hybrid, or onsite employees.