Customer Success Specialists are the welcoming voice of Papa, serving as the first point of contact for members calling in with questions, concerns, or needs. Every interaction is an opportunity to provide reassurance, build trust, and make meaningful connections—often during vulnerable moments in a member’s life.
Specialists are responsible for assisting with scheduling and canceling visits, resolving real-time concerns, filing member complaints, and coordinating escalations to the social navigation team when additional care is needed. Through compassionate and clear communication, they guide members toward the services and support Papa offers—whether that’s companionship, transportation, help around the home, or support after a hospital discharge.
This role requires strong listening skills, patience, and a genuine desire to help others. Specialists not only resolve immediate needs but also uncover opportunities to connect members to the broader benefits of their Papa program—ensuring every member feels heard, valued, and supported.
Key Responsibilities:
Answer Inbound Member Calls: Serve as the first point of contact for members, providing friendly, professional, and compassionate support.
Assist with Scheduling Needs: Support members with scheduling, rescheduling, or canceling Papa visits based on their unique needs and preferences.
Provide Service Education: Clearly explain Papa’s services—such as companionship, transportation, light housework, and post-discharge support—and guide members toward making the most of their benefits.
Handle Escalations with Care: Coordinate real-time escalations with the Visit Support team to ensure member concerns are promptly addressed and resolved.
File and Document Member Complaints: Accurately file member complaints and concerns by creating and updating Zendesk tickets, ensuring appropriate documentation and timely escalation when necessary.
Offer Resolution Through Credits When Appropriate: Use critical thinking and good judgment to offer credits as a form of service recovery when warranted, ensuring member satisfaction and alignment with Papa’s guidelines.
Utilize Problem-Solving Skills: Assess member concerns, explore potential solutions, and determine the best course of action to address their needs while maintaining service standards.
Maintain Accurate Records: Document all calls and interactions thoroughly in the appropriate systems to ensure continuity of care and compliance with internal standards.
Meet Service-Level Standards: Manage a steady volume of calls while maintaining high-quality standards for empathy, professionalism, and response time.
Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.
Demonstrate Empathy and Active Listening: Engage with members in a respectful, compassionate manner—especially during challenging or emotional situations.
Support Team Communication: Collaborate with internal teams through Slack and other tools to ensure timely responses, proper handoffs, and member-focused solutions.
Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPPA and company protocols.
To qualify for this role you must have:
Strong verbal and written communication skills with a calm, empathetic tone.
Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion.
Strong problem-solving skills and sound judgment when offering resolutions or credits.
Highly organized with the ability to manage multiple calls, systems, and follow-ups simultaneously.
Comfortable using support platforms like Zendesk, Slack, and Google Workspace.
Accurate and thorough documentation habits, with attention to detail and data entry standards.
Ability to adapt in a fast-paced, changing environment while maintaining service quality.
Availability to work scheduled shifts that align with member demand, including some holidays and weekends as needed and assigned via shift bids.
Ability to adhere to Papa’s work-from-home requirements, including a hardwired (Ethernet) internet connection, and a distraction-free workspace during scheduled hours.
Customer Success Specialist I Expectation Rubric
Language requirements:
Fluency in English (written and verbal) required.
Bilingual proficiency in Spanish or Creole is preferred.
Location:
Remote US
Benefits:
Competitive salary and equity package
Medical, dental and vision insurance coverage
HSA/FSA
401(k) plan with a match up to 4%
Flexible PTO
Parental leave and caregiver leave
About Papa's culture:
Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.
We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.
Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.