First Stop Health · 15 hours ago
Customer Support Representative
United States
Full-time
Remote
Mid Level
3+ years expFirst Stop Health is on a mission to deliver affordable, delightful healthcare for all through connected, whole-person virtual care. The Customer Support Representative will serve as the first point of contact for customer inquiries, troubleshooting issues, and ensuring a seamless experience across various virtual care services.
Employee BenefitsHealth CareMedicalTelehealth
Responsibilities
Serve as the first point of contact for members, clients, providers, pharmacies, and clinicians, delivering comprehensive customer support—including technical assistance—with empathy and efficiency
Proactively manage and maintain all assigned work queues, including internal cases, emails, faxes, voicemails, and follow-up actions, ensuring timely resolution
Independently prioritize and execute tasks in a fast-paced, deadline-driven remote environment
Demonstrate advanced proficiency in Microsoft Office, Salesforce Service Cloud, and other relevant platforms to support daily operations
Adhere strictly to all applicable state and federal regulations regarding the handling of personal health information (PHI)
Investigate and resolve service-related issues using helpdesk platforms, with a preference for Salesforce Service Cloud
Collaborate cross-functionally with internal teams to ensure accurate and timely resolution of customer concerns
Document all customer interactions thoroughly and contribute to continuous improvement by escalating unresolved issues, missed opportunities, or process gaps to leadership
Maintain a high standard of responsiveness and professionalism across all communication channels, including verbal, written, and digital platforms such as Microsoft Teams, Outlook, and Service Cloud
Qualification
Required
Solid understanding of medical terminology and basic healthcare operations
Familiarity with HIPAA regulations governing the privacy and security of personal health information
3–5 years of experience in customer support, technical support, or client services, with a proven ability to deliver exceptional service
Strong verbal and written communication skills, with the ability to convey information clearly and empathetically
Excellent organizational and interpersonal skills, with a collaborative mindset
Demonstrated ability to work independently in a remote, deadline-driven environment
Advanced proficiency in Microsoft Office Suite
Proficiency in managing support tickets and navigating complex customer interactions
Analytical and detail-oriented, with a problem-solving mindset
Preferred
Prior experience in a call center or medical office setting
Experience with CRM and helpdesk platforms, including Salesforce and Service Cloud
Completion of some college coursework
Bilingual proficiency in Spanish
Benefits
Comprehensive benefits package
Health and medical coverage options
Dental and vision coverage
Disability and life coverage
Monthly medical waiver allowance
Remote-first work environment
Flexible paid time off
Summer Fridays
Employer match 401k plan
Monthly phone stipend
First Stop Health membership benefit
Company
First Stop Health
First Stop Health provides care that people love with 24/7 access to licensed doctors via app, web or phone.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$22.16MKey Investors
Sverica CapitalPatrick Spain
2023-11-09Series Unknown· $9.11M
2023-06-22Private Equity
2019-01-12Series A· $6.5M
Leadership Team
Teira Gunlock
Chief Executive Officer
Cole Barfield
Chief Medical Officer
Recent News
2025-12-17
Company data provided by crunchbase