Customer Care Specialist

About Take Command Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system. Let’s be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision. Duties & Responsibilities: Act as the frontline support team for VIP clients, employees of clients, and Benefit Consultants on our platform through ongoing phone support, chat support, emails, and internal ticketing support. Answer questions for existing and new clients about the details of how HRAs work, their specific benefits, and how to use our platform. Support our clients’ employees as they navigate a new benefits solution by providing a friendly attitude, clear guidance, technical support, and confidence in our ability to serve them well. Create & manage processes for triaging & escalating support requests, via chat, that builds confidence in the customer that we can help in a timely and efficient manner, even in our busiest seasons. Gather & organize meaningful client feedback and represent the “voice of the customer” internally, to help us improve the customer experience & scale support operations so we can keep growing. Competencies & Qualifications: Customer service experience required. A proactive & positive personality with organizational skills, great people skills, an extremely friendly attitude, and a desire to problem-solve. Excellent written communication skills in English. We’re solving a complex problem, and it takes patience and the ability to explain complex ideas in simple, understandable ways to make our clients feel comfortable and confident. A mix of technical & people skills. You’ll be navigating our database and getting familiar with some HRA regulations, but ultimately, we’re first and foremost relying on you to represent the company to our clients and keep them happy. A basic knowledge and understanding of tables, Excel, and algebra. Being able to quickly gather info, organize it, calculate it, and communicate it in a clear and concise manner so our customers understand it. Experience in health insurance is a plus but not necessary (we can teach you if you’re willing to learn). Working at Take Command We’re excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position. A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that’s so exciting and rare! Unlimited personal vacation in addition to regular company holidays. 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff! We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas. The kitchen is well-stocked and we've designed the space to have lots of different areas to work--lounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms! Competitive parental leave for new parents. Up to two paid days of Paw-ternity leave. We recognize that pets are family too - and supporting life outside of work (including four-legged members) matters! ClassPass corporate membership with access to over 73,000 fitness and wellness options. Flexible on where you work – we believe in the power of connecting with intention! While we hope to see you around the office on a regular basis, you also have the ability to work from home some when you need to get focus work done. More About Us We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we’re the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients’ wellbeing and health outcomes. We’ve been featured in The New York Times , The Wall Street Journal , The Dallas Morning News , and other national healthcare publications and are excited about our growth opportunities. Take Command knows diversity and inclusion among our teammates is integral to our company’s success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool. This has mostly been about us, but we’d love to hear from you--we can’t wait to hear your story! *Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.