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Health, meet savings.

Customer Service Specialist

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Starship Crew members understand that it takes a whole team to win. Even when a clear answer isn’t evident, you seek out the information necessary, and deliver the very best service to our members.

The Starship Crew loves working together—rolling up their sleeves and adapting to ever-changing environments. This is a career opportunity—not just a job to show up to.

As a Customer Services Specialist, you’re on the frontline with our members—assisting them with personalized benefits or financial advice, guidance on how to make the most of their Starship account, navigation of our technology, and course, just taking on that role of ‘super smart friend’ who provides support along their journey to financial wellness.

Starship Customer Services always have an eye on what it means to deliver exceptional customer service; you interact with our members through a variety of channels, including but not limited to: live chat, email, and telephone. As our first responder, you see and hear directly from customers regarding what they want, what they wish we did, and of course, those pesky bugs or issues we know will crop up. You’re also able to translate the voice of this customer into new product features, enhancements, processes, or policies that enhance customer delight and happiness.

Because we are a startup, after all, your role and responsibilities will evolve over time and you will be directly involved in their evolution. You will get to try on multiple hats, experiment, and have creative influence in how our customer-centric support services develop.

RESPONSIBILITIES:

× Provide a welcoming presence and seamless experience to all members from new enrollees to long-time members

× Assist members in navigating the HSA and investment space (backed by the power of Starship’s proprietary tools and communication suite)

× Provide support to our members who use our app to track and manage their HSA and investment accounts

× Quickly identify and resolve issues when things don’t quite go as planned, keeping members informed, following up as promised, and helping them feel confident that we have their backs

× Document and report issues and bugs to our engineering and product teams

× Document issues and provide suggested solutions to user flow, tools, features, and overall experiences

× Document issues and provide suggested solutions to agent flow, tools, and features that will make your and other agents’ lives better

× Develop and/or enhance standard processes that enable Starship to service customers more efficiently

× Meet department productivity and quality goals

× Meet Performance Guarantees implemented by leadership

× Assist with identifying call trends, determine staffing needs, and maximize productivity

× Become an expert in and craft training and educational resources for any new products Starship launches — this means you’re hungry to learn not only the ins and outs of healthcare but about the whole suite of needs for a 1099 worker, including tax preparation and financial well-being

× Exercise sound judgment to proactively communicate concerns and urgency to Leadership in a timely manner

× Assist in tracking the low trending issues, identify gaps in processes and seek sensible solutions within our current technology capability

× Additional duties as required

DESIRED SKILLS & EXPERIENCE:

× Ability to work efficiently in a high demand, team-oriented, and fast-paced environment

× Ability to maintain confidentiality

× Experience with call center productivity tools

× Tech-savvy: Windows and Mac OS, proficiency in basic office software tools (MS Office, Google Sheets, Google Docs, etc.), ability to pick up new technology quickly

× Experience working with various support and help center technology such as Zendesk, Intercom, JIRA, and always excited to learn new ones

× Excellent interpersonal skills

× Extraordinary verbal and written communication skills with an uncanny ability to help folks feel at ease

× Solid problem-solving skills and excellent time management skills

× Ability to think tactically and identify significant success factors

× Ability to handle multiple tasks

× Ability to organize, coordinate, and direct projects and teams of people

× Ability to work with all teams

× Minimum of 5 years call center activities experience

× Bachelor’s degree in administration, management or a related field, or

equivalent education and experience

× A strong moral compass and commitment to Starship’s core values of inclusion, empowerment, and trust

ABOUT US:

Starship's Mission

At Starship, we are working hard to create the healthy future we all deserve by transforming the way people pay for healthcare. We are passionate about empowering our members to take greater control of their financial wellness and build healthier futures through better technology and superior experiences. Launched in 2018, our team of engineers, designers, and strategists are redefining the $65 billion health saving industry building innovative solutions for saving, spending, and investing for healthcare.

To do this, we’re bringing together exceptional talent from across disciplines and industries to shape the future of health savings and improve the lives of our customers in a meaningful way.

What Starship Offers

Welcoming, diverse, and interesting colleagues from all walks of life

Competitive compensation packages, including equity

Comprehensive benefits package—medical, dental, vision, life, disability

Of course, the best HSA!

Unlimited vacation days

New equipment so you can do your best work

Fun team offsites

Opportunities to attend learning programs and conferences (more to come!)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Type: Full-time

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