layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Customer Support Specialist at Happy Health | LAYIQ

Customer Support
Provide exceptional support across phone, email, chat, and other channels with a client-first, high-empathy approach.
Help clients understand the start-to-finish clinical journey; proactively reduce confusion and friction.
Facilitate client onboarding and success with our smart ring, mobile app, and digital care platform.
Troubleshoot common technical and account issues; clearly document findings and escalate complex cases as needed.
Assist with appointment scheduling, rescheduling, and coordination to ensure clients can access care smoothly.
Resolve e-commerce, order status, and payment issues (refunds, failed payments, invoice questions) in a timely, accurate manner.
Operational Excellence & Documentation
Maintain accurate records in internal systems (CRM/ticketing/EHR tools as applicable), including clear issue summaries, actions taken, and next steps.
Follow established workflows/SOPs and meet defined service level expectations (response time, resolution time, CSAT).
Monitor recurring client issues and tag/report trends (e.g., app bugs, device concerns, common therapy questions) to the appropriate individuals.
Device, Fulfillment, & Logistics Support
Support fulfillment and reverse logistics processes, including shipping, device handling, returns, ingestion, kit preparation, and inventory-related tasks.
Prepare, document, and manage client device components/kits; ensure chain-of-custody and accuracy where required.
Assist with periodic audits and inventory checks; flag discrepancies promptly.
Required Qualifications: 2+ years in customer-facing roles requiring outstanding service and strong administrative execution, including experience in healthcare setting
Excellent organization skills and a strong commitment to documentation
Proven track record of exceeding customer satisfaction and retention goals
Tech-savvy and able to learn new technologies quickly
Excellent communication, interpersonal, and negotiation skills
Data-driven approach to problem-solving and continuous improvement
Proficiency in customer support software and relevant CRM systems

Customer Support Specialist

Employer job description

About Us

Key Responsibilities:

Preferred Qualifications: Previous employment at a technology start-up company

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