Customer Service Associate (part - time) - Remote Eligible

Support Specialist

Keep patients, pharmacies, and partners moving. You'll own multi-channel support (email/phone/ticketing), triage and route issues cleanly, and protect partner SLAs without creating operational noise. We're looking for calm, precise communicators who document well and close the loop.

What you'll do:

• Handle inbound/outbound contacts via email, ticketing, and phone; provide timely, clear updates.
• Triage and route issues in Jira and Slack using our tagging and escalation matrices.
• Monitor queues and escalate real-time risks.
• Resolve pharmacy/prescription questions (receipt checks, resend requests, clarifications with clinicians) and communicate next steps to patients/pharmacies.
• Assist with scheduling/rescheduling on partner or SteadyMD platforms and send confirmations using approved language.
• Capture crisp internal notes and patient-facing summaries; use internal macros to standardize replies; propose new snippets/SOP updates when you spot patterns.
• Protect HIPAA at every step (identity verification, least-necessary-information, secure systems).

Schedule & coverage:

• Primary: Evenings and weekends (examples: 4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks).
• Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages.
• Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you'll support.

Work location & setup:

• Remote within the continental U.S. Due to partner contracts, work cannot be performed outside U.S. territory.
• Company equipment provided
• Reliable high-speed internet and a private, HIPAA-suitable workspace are required.