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About the project
Currently, we are looking for a Customer Support Specialist for our key client, a mission-driven organization operating at the intersection of digital health and personalized care. They provide an innovative platform powered by a nationwide network of validated health coaches, enabling organizations to deliver scalable, evidence-based behavior change interventions. Their platform supports thousands of coaches working across diverse populations to improve health outcomes and drive meaningful engagement.
We are looking for a Customer Support Specialist who will provide outbound calls to clients to help them understand their health and well-being goals, share information on available benefits, and offer personalized guidance and support in accordance with contractual obligations.
Your duties
As a Customer Support Specialist, you will be responsible for:
- Conducting remote 15-minute introductory outbound calls with prospects using the YourCoach platform.
- Building rapport quickly and effectively, communicating the purpose of the call as well as the benefits of offered services, and answering any questions.
- Collaborating with the team to ensure warm handoffs or referrals to appropriate programs or services.
- Responding to client questions and concerns in a timely, solution-oriented manner during outbound conversations.
- Ensuring each interaction is welcoming, supportive, and aligned with YourCoach’s mission to provide real, human-led support.
- Creating a positive and approachable environment during every call, regardless of client readiness or receptiveness.
- Adapting communication style to match each client’s unique needs, preferences, and health literacy level.
- Demonstrating active listening, validating client experiences, and offering clear next steps or resources when appropriate.
- Maintaining a calm, compassionate demeanor in emotionally charged or complex conversations.
- Representing the YourCoach brand consistently, ensuring clients feel heard, respected, and cared for from the very first touchpoint.
- Providing culturally competent and empathetic care, upholding values of diversity and inclusion for all races, ethnicities, and genders.
- Accurately and promptly documenting key points of each call, including client interests, concerns, and next steps.
- Upholding the highest standards of confidentiality as per HIPAA Privacy & Security policies.
- Recognizing and reporting any high-risk disclosures according to safety protocols and client escalation procedures.
- Upholding the Scope of Practice and Ethics of Health and Wellness Coaches as set forth by the National Board for Health and Wellness Coaching.
Requirements
- 2+ years of experience in customer support, health navigation, benefit routing, or a similar client-facing role.
- Willingness to complete our internal YourCoach Academy National Board for Health and Wellness Coaching program.
- Must have at least 40 hours of weekly availability, which can include evenings and weekends.
- Availability during U.S. working hours.
- Must have private, dependable access to an internet-connected computer with a webcam and headset (earphones & microphone).
- Strong time management skills and attention to detail, with excellent documentation habits.
- Positive and enthusiastic attitude.
- Strong communication and motivational interviewing skills, with the ability to establish trust quickly.
- Comfortable working independently in a remote setting and navigating client interactions professionally.
- Experience with team collaboration and coordination of care with external resources.
- Possess cultural competence and humility, providing coaching support to participants from diverse backgrounds.
- English language Upper Intermediate (B2) is a must.
Nice to have:
- Experience conducting brief coaching or motivational interviewing-style conversations preferred.
About team up
At Team Up, we empower top professionals to build remote careers with international companies, all while working from their homelands. Since 2020, we've connected over 500 talents with global companies, creating opportunities that bridge borders and fuel local growth. What began as a partnership between Georgia and Germany has now expanded to 7 countries, driven by a shared vision of connection, growth, and a better future for work.
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