Looking for a way to make an impact and help people? Join PacificSource and help our members access quality, affordable care! PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths. The Member Support Specialist will work as an integral part of the case management team to serve as a resource to members. The Specialist will work telephonically and in person to support members with complex psycho-social issues which create barriers to adherence with medical regimens and achievement of optimal health outcomes. (Examples may include activities such as assisting with arranging transportation, linking patients with community resources, etc.). Will assist with program development, and build effective member and provider relationships. Essential Responsibilities: - In coordination with the member’s case manager, develop and implement goals and/or plans tailored to assist members in navigating the complexities of the healthcare system. - Educate members on understanding and working within the parameters of their benefit structure. - Utilize motivational interviewing and patient-engagement techniques to support members in achieving optimal health outcomes by effectively utilizing their benefits. - Identify community resources and make referrals to members as appropriate. - Serve as liaison between members and providers/agencies. - Identify members for coordination and case management services through a variety of methods, including claims data and reports. - Screen requests to identify appropriate referrals to case management from multiple internal and external sources. - Work collaboratively with the case management team to help facilitate case management process. Participate in case management/care coordination meetings. - Ensure compliance with applicable state and federal regulations and guidelines in day-to-day activities, including maintaining HIPAA standards and confidentiality of protected health information. Ensure accurate and timely documentation. - Assist members with referrals, scheduling appointments and ensuring transportation to medical appointments is available. - Assist members with non-clinical needs for transitions and different phases of care. - Manage mailing lists and outgoing mailings. Supporting Responsibilities: - Assist with the development of departmental procedures, reports and projects. - Assist care management to meet quality measures as outlined by government regulations. - Enter and collate data: prepare reports as assigned. - Participate in team, department, company, and community-related committees as requested. - Make presentations to small groups. Actively participates in quality improvement initiatives. - Meet department and company performance and attendance expectations. - Perform other duties as assigned. Work Experience: A minimum of three years of experience in community services or healthcare agencies focused on coordination services required. Experience in health insurance and delivering group presentations preferred. Education, Certificates, Licenses: High school diploma or equivalent required. Knowledge: Medical terminology. Proficient in Microsoft Office, including Word, Excel, PowerPoint, Medical management software (e.g CaseTrakker Dynamo). Excellent verbal and written communication skills and is able to work independently as well as to work effectively on a team. Good working knowledge of how to access community resources and healthcare system. Competencies: Building Customer Loyalty Building Strategic Work Relationships Contributing to Team Success Planning and Organizing Continuous Improvement Adaptability Building Trust Work Standards Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 20% of the time. Skills: Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork Compensation Disclaimer The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range. Base Range: $35,542.81 - $56,868.50 Our Values We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business: - We are committed to doing the right thing. - We are one team working toward a common goal. - We are each responsible for customer service. - We practice open communication at all levels of the company to foster individual, team and company growth. - We actively participate in efforts to improve our many communities-internally and externally. - We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community. - We encourage creativity, innovation, and the pursuit of excellence. Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively. Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

Who is Aiwyn and what do we do? Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we’re one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology—and we’re doing it with world-class people, processes, and products. To learn more, visit our website This role: As part of our Customer Support team, you’ll provide front-line product support to users, troubleshoot software issues, and ensure customer satisfaction by resolving technical problems efficiently. You’ll develop a deep understanding of the company's software products to guide users, offer product training, and escalate complex issues to the engineering team when necessary. Working within our three-tiered support structure, you’ll work closely with other support teammates, customer implementations and success, and software developers in order to drive positive outcomes for our customers. How We Investigate Issues: Investigations often require deep technical analysis across multiple systems, including database queries, user session replays, and network-level logs. The role involves tracing data from source systems through integrations into Aiwyn’s platform, analyzing transaction flows, and diagnosing issues related to DNS, mail servers, and third-party integrations such as practice management systems, SafeSend, and Outlook. Key Responsibilities: - Provide expert technical support to customers via support ticket, live chat, and phone, troubleshooting software issues and ensuring a seamless user experience. - Assist in the setup, configuration, and optimization of our software for new and existing customers. - Collaborate closely with our development and product teams to identify, report, and resolve software bugs or feature requests. - Offer training and guidance to customers on best practices for using our software, via email, chat and virtual meetings. - Manage and prioritize support tickets, ensuring timely and accurate resolutions. - Contribute to the development of support documentation, FAQs, and knowledge base articles. Qualifications: - 1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training - Excellent problem-solving skills with a proactive approach to troubleshooting. - Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users. - Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment. - Experience with structured query language (SQL) - Strong process-oriented mindset with a focus on continuous improvement and operational efficiency - Appreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes Preferred experience: - Familiarity with SaaS platforms and cloud-based software solutions. - Experience with customer relationship management (CRM) systems including Zendesk and JIRA. - Strong understanding of accounting principles and experience with accounting or accounts receivable software. Benefits and Perks: - The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience. Other benefits include: - Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls. - Remote, work-from-anywhere culture - Flexible PTO - World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support. - Stock options - every Full Time Employee has ownership in Aiwyn's future and success. - 401(k) matching Our Values: - Relentless by Design - Owners not Renters - Trust at the Core Learn more about Aiwyn: - About us - YouTube page Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa

Who is Aiwyn and what do we do? Aiwyn is the first complete platform for modern accounting firms. Backed by top-tier investors like Bessemer, KKR, and Revolution, we’re one of the fastest-growing scale-up SaaS companies in the world. We build category-defining technology—and we’re doing it with world-class people, processes, and products. To learn more, visit our website This role: As part of our Customer Support team, the Customer Escalation Manager at Aiwyn is responsible for overseeing, coordinating, and resolving high-impact and complex escalations identified through internal monitoring or customer channels. This role ensures escalated issues are prioritized and resolved efficiently, customers are communicated with transparently, and internal teams collaborate effectively to prevent recurrence and drive long-term improvements. How We Investigate Issues: Investigating escalations at Aiwyn requires operating within a highly integrated technical ecosystem. This work includes executing database queries, analyzing user session replays, reviewing application and network logs, and performing transaction-level investigations to identify root cause. The role frequently involves tracing source data from external systems through multiple integrations into Aiwyn’s database, diagnosing issues related to DNS configuration and mail servers, and understanding complex interactions with third-party systems including third party practice management systems, SafeSend, and Outlook. Successful candidates are comfortable navigating ambiguity and synthesizing data across systems to drive resolution. Key Responsibilities: - Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues. - Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels. - Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs. - Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams. - Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings). - Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities. - Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations. - Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams. - Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant. - Contribute to refining escalation workflows, playbooks, and internal runbooks. - Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence. - Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions. - Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes. - Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion. - Manage risk escalation and ensure resolution trajectories minimize customer impact. - Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals. Qualifications: - 3–5+ years in escalation management, technical support, customer success, or related fields. - Proven experience managing customer-impacting incidents in a production SaaS environment, including use of incident management tooling (such as incident.io) to coordinate responders, manage timelines, and drive post-incident actions. - Curious and data-driven mindset with experience analyzing trends and reporting on outcomes. - Strong ability to work with datasets, metrics, and reporting to debug issues, assess customer impact, and drive data-informed escalation and post-incident decisions. - Familiarity with support platforms and issue tracking tools (e.g., Zendesk and Jira). - Clear customer and internal communication skills, with the ability to simplify complex technical concepts. - Excellent prioritization and organizational skills. Preferred experience: - Familiarity with SaaS platforms and cloud-based software solutions. - Strong understanding of accounting principles and experience with accounting or accounts receivable software. Benefits and Perks: - The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience. Other benefits include: - Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls. - Remote, work-from-anywhere culture - Flexible PTO - World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support. - Stock options - every Full Time Employee has ownership in Aiwyn's future and success. - 401(k) matching Our Values: - Relentless by Design - Owners not Renters - Trust at the Core Learn more about Aiwyn: - About us - YouTube page Aiwyn is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Candidate information will be treated in accordance with our CCPA privacy notice which can be found here: https://www.aiwyn.ai/ccpa

This is a remote position. What You'll Do: - Provide information about the products and services - Troubleshoot and resolve product issues and concerns - Document and update customer records based on interactions - Maintain detailed and current knowledge of the company's products and services - Handle customer inquiries and complaints Requirements What You'll Need: - Ability to build rapport with clients - Ability to prioritize and multitask - Positive and professional demeanor - Excellent written and verbal communication skills - Have a quiet place to work without noise or distractions Required Qualifications: - Be a United States resident - Must be 18 years of age or older - High School Diploma or Equivalent - Pass Background Check - Pass Drug Screening - Bilingual in Spanish - Technical Requirements: - Desktop/Laptop with Windows 10 or higher - USB Noise Canceling Headset - Hardwired to Internet - Smartphone What We Offer: - Competitive pay (based on experience and performance) - Semi-Monthly pay schedule — paid on the 13st and 27th of each month - Flexible work-from-home environment - Paid training and support - Supportive and team-oriented work culture - Opportunities for growth and advancement We are currently not hiring in these locations: California, Colorado, Connecticut, District of Columbia, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Oregon, Vermont, Washington, Wisconsin Benefits Optional supplemental benefits (Accident, Cancer, Critical Illness, etc.) ​