Customer Support Coordinator

Remote /
Customer Success /
Full-Time
Foodsmart is eating well made simple. We’re the world’s largest telenutrition and foodcare solution, backed by a national network of Registered Dietitians and designed to yield consistently healthier food choices, lasting behavior change and long-term results. Foodsmart’s highly personalized, digital platform guides members through a personalized journey to eating well while saving them time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the whole family that makes the most of ingredients at home and on the go. With national and regional retail partners across the US now accepting SNAP/EBT, Foodsmart helps bring healthier food within reach to eligible members and can also assist with SNAP enrollment.

Founded in 2010 by CEO Jason Langheier, MD, MPH, Foodsmart has supported over 1.25 million members from over 700 health plan, employer and health system clients, and raised over $70 million in funding from leading strategic and venture investors like Advocate Aurora Health, Blue Cross Blue Shield Massachusetts, Seventure (Natixis), Mayfield and Founder Collective.

Learn more at www.foodsmart.com.

What your experience will look like:

    • Identifying and resolving front-line technical issues that negatively impact the client experience and access to Foodsmart services.
    • Providing customer technical support for users of our healthy eating digital wellness platform and supports food subsidy programs to help our patients order healthy food.
    • Communicating with users, patients, and clients professionally, courteously, and enthusiastically via phone, email, video, and text.
    • Achieving Foodsmart goals for the Gold Standard of Customer Service by delivering exceptional support experiences through personalized care, accurate information, and timely responses.
    • Partnering with engineering and telehealth operations teams to communicate and resolve platform issues.
    • Embodying Foodsmart values through every client interaction: measured, impactful, collaborative, courageous, and hungry.  

Requirements:

    • Customer technical service experience via email and phone.
    • Ability to troubleshoot and resolve client issues in real-time.
    • Strong problem-solving skills to identify user issues and triage as necessary.
    • Ability to quickly learn new technologies and skills.
    • Strong attention to detail and clear written and verbal communication skills, including commitment to correct grammar, spelling, and tone.
    • Experience with SSO technologies such as SAML and/or OAuth (preferred).
    • Experience with eligibility files/systems and walking clients through sign-up processes (preferred).
    • Experience working in healthcare and/or wellness fields (preferred).
    • Experience using Mac OS, Google Suite, and Zendesk at the enterprise level (preferred).
    • Previous startup experience or similar work culture that created an unwavering resilience to work in a fast-paced environment.
This is a full-time position with an offset schedule for Saturday coverage. Foodsmart offers a positive employee experience including: flexible location; generous PTO; paid medical, vision, & dental insurance; monthly wellness subsidies; daily lunch allowances; and 401k & bonus. Salary range for this position is $28 hourly non-exempt. Some overtime may occur.

Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.