Customer Experience Representative (9 AM– 6 PM PST)

Solace Corporation

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Experience Representative at Solace Corporation, you will support patients and advocates via phone, email, and chat, playing a vital role in helping individuals navigate the complex U.S. healthcare system by providing compassionate, expert guidance and ensuring they receive the support they need for better health outcomes.
• Your day-to-day responsibilities include learning Solace’s systems and tools, delivering world-class customer service, gathering and tracking user feedback to drive platform improvements, building strong relationships with clients and advocates, resolving inquiries to complete satisfaction, and taking action on feedback by reporting issues and sharing detailed notes to continuously improve the customer experience.
• Solace is a mission-driven Series C healthcare startup founded in 2022, backed by top-tier venture capital firms including Inspired Capital, Craft Ventures, and IVP, with a U.S.-based team dedicated to redefining healthcare through patient advocacy and technology. The company operates with urgency, precision, and heart, valuing intensity and impact over complacency.
• In this role, you will develop deep expertise in healthcare navigation, strengthen your communication and problem-solving skills, gain experience in feedback-driven product improvement, and contribute directly to improving health literacy and outcomes for underserved populations—all while growing alongside a passionate, high-performing team committed to meaningful change.

🎯 Requirements

• Empathy as a core strength, with confidence handling difficult conversations via phone, email, or chat
• Detail-oriented mindset, recognizing that small details significantly impact customer outcomes
• Proficiency with computers and ability to quickly learn new tools and systems in fast-paced environments
• Natural troubleshooter skilled at asking root-cause questions and guiding users through basic tech issues (e.g., browser or phone)
• Creative problem solver who collaborates when needed but takes ownership and executes confidently
• Comfortable giving and receiving feedback, and using it to drive personal and team improvement
• Thrives on ensuring positive outcomes for every individual interacted with, regardless of background
• Able to form quick rapport with clients and remain effective under pressure, even during emotionally charged interactions
• Flexible and willing to assist with ad-hoc tasks as needed, demonstrating a 'get it done' team mentality
• Proactive in identifying friction points and suggesting solutions to improve processes or experiences

🏖️ Benefits

• Hourly compensation ranging from $21/hr to $26/hr
• Fully remote work opportunity for U.S.-based applicants
• Mission-driven work at a fast-growing Series C healthcare startup improving patient access and outcomes
• Opportunity to work with a lean, passionate team backed by prominent venture capital firms
• Chance to develop expertise in healthcare navigation, customer experience, and health advocacy
• Environment that values urgency, precision, and heart—ideal for those seeking to do their best work

Skills & Technologies

Onsite

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Solace Corporation

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About Solace Corporation

Solace Corporation provides event-driven middleware and streaming data movement solutions that let enterprises connect cloud, on-premises, and IoT environments. Its PubSub+ event brokers, APIs, and managed services enable real-time information flow across applications, devices, and users for financial services, retail, transportation, and government markets. The company supports open protocols like AMQP, MQTT, JMS, and REST, integrates with Kubernetes, Kafka, and serverless platforms, and offers hybrid and multi-cloud deployment options. Headquartered in Ottawa, Canada, Solace was founded in 2001 and serves global customers requiring low-latency, high-throughput, and secure event streaming.

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