Customer Support Rep

About the role

You will partner with our pediatricians and families to ensure that every interaction reflects the Blueberry standard of care and compassion. This role owns the patient experience across digital and voice channels, acting as the trusted point of contact for urgent pediatric needs. You will support the mission of making expert pediatric care accessible in the living room by handling complex inquiries with professionalism. The position requires a proactive mindset to manage shifting priorities while maintaining strict adherence to clinical and operational standards. You will collaborate closely with cross-functional teams to resolve issues and improve the overall patient journey. Success in this role depends on your ability to balance empathy with efficiency in a high-volume environment. You will play a key role in driving retention and satisfaction by delivering consistent, high-touch support to members.

Key facts

What you'll do

Assess incoming requests via phone, email, and chat to determine the appropriate level of support and next steps.

Triage patient needs using established protocols to ensure timely and accurate resolution of inquiries.

Coordinate with clinical teams to escalate cases requiring immediate medical attention or specialized input.

Document every interaction in the internal system to preserve care continuity and support provider decision-making.

Monitor queue metrics and adjust workflow patterns to meet service level agreements and organizational goals.

Communicate updates clearly to patients and families, maintaining a calm and reassuring tone throughout conversations.

Leverage knowledge resources and internal tools to answer questions accurately and reduce resolution time.

Uphold privacy and compliance standards in every interaction to protect patient information and build trust.

Identify recurring issues and provide feedback to product and clinical teams for service improvements.

Support coverage during peak hours, evenings, and weekends to maintain seamless operations.

Perform root cause analysis for complex cases and contribute solutions that enhance the overall support process.

Act as a brand ambassador by demonstrating Blueberry's values in every patient interaction.

Participate in ongoing training sessions to stay current on policies, procedures, and product updates.

Collaborate with teammates to share best practices and improve team-wide productivity.

Requirements

Prior customer support experience in phone, email, or chat is mandatory for this position.

Candidates must have experience working in remote or structured support environments with demonstrated reliability.

Strong written and verbal communication skills are required to convey information clearly and professionally.

The ability to stay organized while managing multiple conversations and tasks simultaneously is essential.

Consistent punctuality and ownership of scheduled shifts are required to ensure continuity of care.

Attention to detail is necessary for accurate documentation and precise task execution in all activities.

Comfort working within a structured environment with defined processes and standard operating procedures.

Adaptability to a fast-changing environment and shifting priorities is required for success in this role.

Willingness to work nights and weekends, including alternating weekend coverage, is mandatory.

Ability to maintain a positive attitude and demonstrate resilience in challenging or high-pressure situations.

Commitment to following established workflows and processes to ensure consistency and accuracy.

Capacity to exercise sound judgment when resolving issues and determining when to escalate cases appropriately.

Understanding of the importance of SLAs and the ability to prioritize work to meet service level targets.

Nice to have

Experience with telehealth platforms or remote patient engagement tools.

Background in pediatric care, healthcare support, or a related field.

Familiarity with medical terminology or electronic health records.

Ability to work independently with minimal supervision in a fully remote setup.

Strong empathy and patience when supporting anxious families or caregivers.

Practical notes

This is a 100% remote role based on a structured schedule.

The position requires evening and weekend coverage, including alternating weekends.

Travel is not required as the role is fully remote.

Visa sponsorship is not mentioned and may be subject to internal policies.

Candidates must apply through the official Blueberry job board as per anti-scam guidelines.