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Email Customer Support Agent (Healthcare)

May 12, 2026

ABOUT THE ROLE:

We need a resourceful email support agent who can think independently while providing fast, accurate answers to our clinical providers. Your primary focus will be managing the support inbox and keeping our internal knowledge base fresh and complete. This is a remote position; daytime U.S. hours are required (US Central Time 8AM to 5PM) so you can respond to clinical teams in real time.

KEY RESPONSIBILITIES:

Respond to clinical providers’ email questions with clear, empathetic, and accurate answers
Research unfamiliar issues, apply critical thinking, and craft solutions without waiting for step-by-step instructions
Log recurring questions, draft new knowledge-base articles, and revise existing content when processes change
Escalate complex or high-priority issues to the appropriate internal team and follow up to ensure closure
Track ticket metrics such as first-response time and resolution time; identify patterns and suggest process improvements

REQUIREMENTS:

Mastery of written English with flawless grammar, punctuation, and tone control
Proven ability to think for yourself, diagnose root causes, and propose solutions
Experience providing email support in a healthcare or SaaS environment (minimum one year)
Familiarity with help-desk or ticketing tools such as Zendesk, Help Scout, or Freshdesk
Comfortable updating and maintaining a knowledge base or FAQ system
Reliable high-speed internet and the ability to work core U.S. business hours

PREFERRED QUALIFICATIONS:

Knowledge of medical or insurance terminology
Experience writing SOPs or process documentation
Previous remote-work experience on a distributed team

SUCCESS IN THIS ROLE LOOKS LIKE:

First-response time under one business hour for provider emails
Consistent resolution of tickets within one business day for routine questions
Weekly knowledge-base updates that reduce repetitive inquiries
Proactive recommendations that improve workflow efficiency or customer satisfaction

EMPLOYMENT DETAILS:

Full-time remote role
Monday–Friday, approximately 8 AM–5 PM Central Time (flexible for the right candidate)
Compensation commensurate with experience
Candidate provides their own computer and secure work environment

HOW TO APPLY:

Please attach a 3 writing samples to your application and also include the phrase "I can think on my feet" to demonstrate you read this job post.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...