Job Description

Job Title: Customer Support & Activation Specialist
Location: Remote - Latin America or South Africa | Schedule: Full?time (U.S. business hours) | Engagement: Independent Contractor
About Our Client
Our client is a fast-growing healthcare startup specializing in remote caregiving. They match experienced care advocates (often licensed health professionals) with patients to help manage ongoing care needs. They are expanding quickly and building a compassionate, patient?first support team to ensure every new patient's journey starts smoothly.
Position Overview
As the Customer Support & Activation Specialist, you will be the first point of contact for a growing patient base. You will onboard new patients, answer questions, and ensure a seamless handoff to care advocates and clinical partners. You'll succeed in this role if you're warm, organized, and energized by helping an older (65+) population feel confident and cared for.
What You'll Do
Activate new patients by leading 5-10 minute onboarding calls; confirm key details, explain next steps, and complete required profile/setup items.
Provide empathetic, multi?channel support (phone?first, with email and SMS/chat) to answer questions and reduce friction during activation.
Triage and troubleshoot eligibility, access, and basic technical issues; escalate complex clinical or operational matters appropriately.
Coordinate handoffs to care advocates and clinicians, ensuring continuity and clear documentation after activation.
Capture detailed records of all interactions in our CRM; keep activation statuses and notes accurate and up to date.
Identify process improvements and share insights that streamline activation, increase conversion, and elevate the patient experience.
Partner cross?functionally with care advocates and operations to refine scripts, FAQs, and playbooks as the company scales.
What You'll Bring
2-4 years in a customer?facing, service?oriented role (healthcare, insurance, or other regulated industries preferred).
Exceptional communication and rapport?building skills, especially with older adults; high empathy, patience, and trust?building abilities.
Strong problem?solving and critical thinking; comfortable navigating ambiguity and making sound judgments.
Organized and detail?oriented with consistent follow?through and documentation hygiene.
Fluent English (written and spoken). Additional languages are a plus.
Remote work ready: reliable internet, a quiet workspace, and comfort with distributed teams and phone?heavy workflows.
Nice to Have
Experience supporting Medicare?eligible populations or U.S. healthcare workflows.
Familiarity with CRMs and working alongside eligibility/insurance APIs.
Prior work in high?growth startups or rapid scaling environments.
Success in This Role Looks Like
High activation rate and reduced time?to?activation.
Excellent CSAT/NPS during the first?contact window.
Accurate documentation and clean handoffs with minimal rework.
Actionable feedback that improves scripts, FAQs, and processes.

Skills Required