• відповідь на запити VIP клієнтів через визначені канали зв'язку (чати, листи) • надання інформації про продукти / послуги • вирішення проблем та співпраця з профільними командами за необхідності • документування взаємодії з користувачами • моніторинг і дотримання визначених особистих кількісних та якісних показників • фіксація та передача фідбеку клієнтів

• Lead and develop a 10+ global team across multiple time zones • Own frontline performance metrics • Own and optimise the CX tech stack • Partner with CX and key stakeholders to reduce churn and increase LTV • Contribute to the design of a scalable global service model

• Diagnose and resolve implementation issues across Userpilot SDKs, APIs, and integrations • Craft pragmatic solutions by understanding customer use cases and leveraging Userpilot’s toolset to achieve desirable outcomes • Answer customer inquiries using your deep product knowledge • Explain behaviors clearly and recommend best practices • Escalate thoughtfully when needed, summarizing the context, impact, and next steps to the appropriate team to drive a timely resolution • Contribute to documentation and offer suggestions for process improvements

About Solace Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes. We're a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly. Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way. Read more in our Bloomberg funding announcement here. About the Role As a Customer Experience Representative for Solace, you will support our patients and advocates via phone, email, and chat. Through feedback and action, you’ll also help our team ensure people get the support they need on their healthcare journey. In this role, you will work with our clients and advocates in a variety of ways—from appointment confirmations and in-depth troubleshooting to developing creative solutions that resolve issues our clients and advocates encounter. You will also support new clients during their first experiences with Solace, while sharing and tracking feedback to help us continuously improve and create a world-class experience for all of our users. This position supports our early-day operations and requires availability for a 5:00 AM – 2:00 PM PST shift. What You’ll Do - Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience - Use the resources we supply to provide world-class CS to our clients and advocates - Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform - Build strong relationships with our clients and advocates, helping them feel heard and understood - Take action based on the feedback you receive by reporting issues and sharing detailed notes - Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat What You Bring to the Table - Empathy is your superpower, and you’re confident working through the toughest of conversations, whether by phone, email, or chat - You’re detail-oriented and understand that sometimes the smallest details make the biggest difference - You know your way around a computer and are a quick learner who works well in (sometimes) hectic circumstances, thriving while learning new tasks - You are a natural troubleshooter. You know what questions to ask to get to the root of any issue, and have enough tech experience to walk someone through basic issues with their browser or phone - You are a creative problem solver and won’t hesitate to lean on your team for help when necessary, but will execute confidently when called upon - You are more than comfortable giving and receiving feedback - You thrive on ensuring great outcomes for every person you interact with - You enjoy and embrace interacting with people from all walks of life in order to ensure they’re getting the health care they deserve - You’re comfortable forming quick bonds during your contact with our clients, and thrive under the pressure of resolving complex issues, even when those clients are upset - You’re flexible and willing to jump in and assist with anything when called upon - If you see something that’s not quite right or that is causing friction, you are not shy about reporting the trouble and help suggest a solution - You’re a team player with a “get it done” mentality, ready to contribute meaningfully to your team’s success Compensation Hourly compensation for the role $21/hr - $26/hr Applicants must be based in the United States. Up for the Challenge? We look forward to meeting you. Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to recruiting@solace.health or advocate@solace.health.