Customer Support Specialist

Full Time


Are you looking to be a part of a cutting-edge team of professionals who are pushing boundaries in the area of mobile healthcare? Planned Parenthood Direct is seeking a bright, forward-thinking Customer Support Specialist to join us in our mission to innovate our flagship telemedicine program. 

Highly competitive personal and professional benefits in this mentor-driven, inclusive, growth culture.

Position is full-time remote. Applicants must be a green card holder or American citizen and reside in Central, Mountain, or Eastern Time Zones.


$45,000-$50,000 Annually based on experience


  • Provide day-to-day customer support by monitoring and responding to help desk tickets within defined response times and service standards 
  • Approach each customer interaction with a high level of professionalism, openness, and acceptance that is in alignment with Planned Parenthood's mission and service standards
  • Manage incoming calls from customers pertaining to product questions, technical issues, and general concerns; assess customers' needs, and ensure appropriate resolution to achieve satisfaction 
  • Track and analyze qualitative and quantitative feedback from customer surveys and product metrics 
  • Answer general questions about the telehealth services and provide appropriate referrals to other Planned Parenthood resources 
  • Follow HIPAA-compliant processes for communication with customers 
  • Tier 1 & 2 technical troubleshooting  - use knowledge base to provide tips, gather information, and collaborate with product and engineering teams to provide solutions

Skills for Success

  • Highly organized with attention to details
  • Strong communicator (written, oral, visual)
  • Active listener able to translate complex concepts into empathetic actionable communication for customers
  • Problem solver - thrives on the ability to remove or mitigate blockers to a positive customer experience


  • Bachelor’s degree preferred  
  • Minimum 2 years in customer support at a startup technology company that included day-to-day front-line responsibilities and tracking of metrics/performance standards 
  • Proficient in ticketing tools and systems
  • General work hours are Monday-Friday from 9am-5pm ET, with the possibility of a floating weekend shift as needed 

Pluses that will make you stand out as a candidate

  • A deep understanding and appreciation for Planned Parenthood's mission
  • Experience developing and reviewing business test plans for new software product features and bug fixes
  • Experience in healthcare and knowledge of privacy-compliant communication principles 
  • Experience providing customer support for Spanish-speaking consumers 
  • Proficient in Atlassian tools (including but not limited to Confluence, Jira, and Jira ServiceDesk) and Microsoft Office (Excel, Word) 

Benefits and Perks

  • Competitive salary 
  • Medical, dental, FSA, and vision insurance 
  • Professional development 
  • 401K match 
  • Parental leave 
  • Good work-life balance 
  • Inclusive team culture 
  • Wellness Programs 

No Recruiters. Must have US work authorization. 

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