Customer Success Specialist (AppleOne)

Papa, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Be the human heartbeat of Papa’s mission: as the first voice a member hears, you will turn uncertainty into calm, confusion into clarity, and isolation into connection. Every inbound call is a chance to safeguard dignity and deliver the kind of hospitality that makes people feel seen.
• Own the full lifecycle of a member interaction—from warm greeting to confident resolution—while navigating sensitive topics such as chronic illness, mobility challenges, or post-discharge anxiety. You will listen actively, validate emotions, and translate complex benefit details into plain language that empowers members to take the next step.
• Master Papa’s proprietary CRM and telephony platform within your first two weeks, logging interactions with precision so that downstream care teams have a 360-degree view of each member’s journey. Your documentation will directly influence scheduling accuracy, clinical hand-offs, and quality scores.
• Triage urgent requests in real time, escalating to clinical or supervisory channels when safety is at stake. You will follow HIPAA-compliant protocols, document risk flags, and coordinate with Papa’s 24/7 on-call nurse network to ensure no member is left without support.
• Serve as an internal product evangelist by capturing voice-of-customer insights during calls. Each week you will synthesize recurring pain points into concise bulletins that inform product roadmaps, marketing messaging, and training curricula.
• Collaborate cross-functionally with Member Experience, Operations, and Clinical teams to pilot new call-flows, test IVR scripts, and refine knowledge-base articles. Your feedback loop will shorten resolution times and raise CSAT by measurable increments.
• Maintain an average handle time under 7 minutes while sustaining a 95% first-call resolution rate. You will balance efficiency with empathy, ensuring members never feel rushed even when queues peak.
• Champion cultural competency by adapting your communication style to the diverse demographics Papa serves—spanning age, language, and socioeconomic backgrounds. You will leverage translation services and plain-language glossaries to bridge gaps in health literacy.
• Participate in monthly calibration sessions where call recordings are reviewed for tone, accuracy, and regulatory compliance. You will receive actionable coaching that accelerates your growth from specialist to subject-matter expert.
• Contribute to an uplifting virtual culture by joining daily huddles, peer-mentoring new hires, and celebrating “Papa Moments” where a member’s day was made measurably better. Your positivity will ripple across a fully remote workforce spanning 25 states.
• Rotate through weekend and holiday coverage on a predictable schedule, ensuring continuity of care when members need us most. Overtime opportunities are available but never mandated, preserving work-life harmony.
• Hit quarterly KPIs that include Net Promoter Score ≥ 70, QA audit pass rate ≥ 92%, and attendance ≥ 98%. Achievements are rewarded with spot bonuses and visibility in company-wide shout-outs.

🎯 Requirements

• 1+ years in a high-volume contact center, healthcare call center, or member services role handling sensitive or regulated information
• Demonstrated ability to type 45+ WPM while speaking and navigate multiple SaaS tools simultaneously
• Comfort discussing medical terminology, insurance benefits, or social determinants of health with empathy and accuracy
• Home-office setup with hard-wired internet (25+ Mbps), noise-canceling headset, and distraction-free environment
• Bilingual in English and Spanish is a strong plus but not required

🏖️ Benefits

• 100% remote work with flexible scheduling options and no commute
• Medical, dental, and vision insurance effective on day one of employment
• 401(k) with 4% company match and immediate vesting
• Annual professional-development stipend of $1,200 for courses, conferences, or certifications
• 15 days PTO plus 10 paid holidays and one “Papa Day” for volunteering with seniors in your community

Skills & Technologies

Remote

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Papa, Inc.

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About Papa, Inc.

Papa, Inc. operates a technology platform that connects older adults and families with trained companions, called Papa Pals, for social engagement, transportation, and daily assistance. The company partners with Medicare Advantage and Medicaid health plans to provide in-person and virtual support aimed at reducing loneliness, improving health outcomes, and helping members remain independent at home. Services include companionship, light housework, technology help, and escort to medical appointments.

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