Support Representative - Inbound and Outbound Support

Zeel, a leading provider of trusted health and wellness services, is seeking a smart and innovative associate to join our Support team. Support Representatives are at the heart of the Zeel mission, providing best-in-class service to a wide range of clients, including medical patients, VA Medical Centers, and providers in the Zeel network. In this role, you’ll ensure every interaction reflects Zeel’s commitment to a superb, 5-star consumer experience. You’ll assist clients and patients looking to book wellness and medical services, troubleshoot issues, manage multiple lines of communication, and proactively solve problems. The role requires exceptional multitasking abilities and strong communication skills. This is an ideal position for someone who wants to join a fun, dynamic team dedicated to delivering stress-free, seamless wellness and medical experiences. This is a full-time position and may require weekend and holiday hours. This is a fully remote position; however, you must be physically located within the United States. Responsibilities include: Serve as the public face of Zeel by providing top customer and patient support for all inbound and outbound communications with Zeel users and Providers in the Zeel network Engage with customers, patients, and providers through phones, text, live chat, and email. Handle escalations with frustrated customers and providers Fulfill and schedule bookings with the requested providers in the Zeel network Escalate top priority, critical issues to the appropriate team Improve our documentation to help our Zeel users help themselves Collaborating with other departments and fellow associates on projects as necessary A successful Support Representative typically has: 3-4 years of experience in a customer service role Exceptional verbal & written communication skills in English Experience using a ticketing system, such as Zendesk or Kustomer Empathy with customers and an ability to quickly size up situations and potential issues The ability to use empathy to de-escalate difficult situations An obsession with customer happiness - we measure CSAT and NPS A roll-up-your sleeves mentality befitting our fast-paced startup environment Perks include: Uncapped PTO Medical, dental & vision benefits 401K (with company match) Fully remote/WFH Complimentary/discounted massages About Zeel Zeel is redefining access to care through in-home and on-site services focused on acute and chronic pain, stress, and mental well-being. Its HIPAA-compliant platform connects patients with a nationwide network of licensed massage therapists who provide care directly in the home. As a member of the VA Community Care Network, Zeel provides Medical Massage Therapy to veterans experiencing acute or chronic pain, PTSD, and other life-limiting conditions. Zeel also offers corporate wellness programs and staffs more than 200 five-star hotels and independent spas nationwide. Zeel combines award-winning technology with clinical excellence to deliver personalized, convenient, and impactful care. Zeel provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Zeel complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment.