Client Support Specialist

Description

About Us:

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!

Job Description

The Client Support Specialist will be responsible for responding to issues and inquiries from clients, brokers, and internal stakeholders regarding the implementation and delivery of First Stop Health’s virtual care benefits to employers. A customer support specialist combines technical knowledge, effective communication, problem-solving skills, and a client-first attitude. Success in this role often depends on balancing technical expertise with empathy, adaptability, and a strong commitment to continuous learning and improvement. The Client Operations, Customer Support Specialist will report to the Vice President, Business Operations.

Responsibilities

Serve as the first responder for issues coming through our “single front door” for client, broker, and internal stakeholder inquiries.

• Investigate, troubleshoot, and resolve issues efficiently, ensuring a positive service experience
• Collaborate cross-functionally with other departments, when needed, to facilitate efficient issue resolution
• Maintain a high standard of professionalism and responsiveness in all communications
• Manage multiple tickets and requests simultaneously, prioritizing based on urgency and impact
  
  

Contribute to the development of best practices and process enhancements.

• Proactively identify recurring problems
• Document all client interactions, issues, and resolutions for continuous improvement and knowledge sharing
• Provide feedback to product and operations teams to help refine service delivery and client satisfaction
  
  

Requirements

Experience:

• 3–5 years in a technical support, customer support, or client services role.
• Experience managing support tickets and working within helpdesk or CRM platforms is desirable (Salesforce ServiceCloud preferable).
  
  

Skills

• Communication: Excellent written and verbal communication skills for clear and effective interactions with clients, stakeholders, and internal teams.
• Interpersonal Skills: Strong ability to build relationships, collaborate cross-functionally, and maintain professionalism in all client interactions.
• Analytical Thinking: Ability to systematically investigate, troubleshoot, and resolve technical and service-related issues.
• Problem-Solving: Resourcefulness in navigating ambiguous or complex situations to find optimal solutions, with a keen attention to detail.
• Time Management: Capability to manage multiple tasks or tickets simultaneously, prioritize work based on urgency and impact, and efficiently meet deadlines.
• Adaptability: Comfortable working in fast-paced or dynamic environments, often adapting to tasks beyond defined responsibilities as needed.
  
  

First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.

To learn more about First Stop Health, visit www.fshealth.com and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at [email protected]