Hi, we're Oscar. We're hiring a Bilingual Customer Service Representative to join our Member and Provider Services team. Oscar is the first health insurance company built around a full stack technology platform and a relentless focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family. About the role: This role is a volume-driven customer service and production-based role that handles the daily activities involved in running a health insurance company including customer interactions and back office tasks following standard operating procedures. You will report to the Concierge Operations Manager. Work Location: This is a remote position, open to candidates who reside in: Georgia. While your daily work will be completed from your home office, occasional travel may be required for team meetings and company events. #LI-Remote Pay Transparency: he set pay rate for this role is $19.00 per hour. You may be eligible to receive an additional $1.00 per hour upon successful completion of the bilingual assessment. You are also eligible for employee benefits and monthly vacation accrual at a rate of 15 days per year. Work Schedule & Availability We offer a variety of full-time shift options. All available schedules are Monday through Friday. Available Georgia (EST) Shifts: - 8:00 AM – 4:30 PM - 9:00 AM – 5:30 PM - 9:00 AM – 6:00 PM - 12:00 PM – 8:30 PM Responsibilities: - Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model. - Work with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs - Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations - Form working relationships with all partners. - Support the leadership team by identifying issues through established escalation pathways - Monitor and track the health of all assigned work-in-progress issues. - Escalate and resolve issues to ensure appropriate turnaround times - Participate in process improvement projects - Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI) - Compliance with all applicable laws and regulations - Other duties as assigned Requirements: - Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking. - 1+ years of experience in a high-volume or customer-focused setting. - 6+ months of healthcare experience - High school diploma or GED Bonus points: - Strong quantitative or analytical skills focused on identifying or solving problems - Experience manipulating and entering accurate data - Advanced Google Suite or Microsoft Office capabilities This is an authentic Oscar Health job opportunity. Learn more about how you can safeguard yourself from recruitment fraud here. At Oscar, being an Equal Opportunity Employer means more than upholding discrimination-free hiring practices. It means that we cultivate an environment where people can be their most authentic selves and find both belonging and support. We're on a mission to change health care -- an experience made whole by our unique backgrounds and perspectives. Pay Transparency: Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience. Full-time employees are eligible for benefits including: medical, dental, and vision benefits, 11 paid holidays, paid sick time, paid parental leave, 401(k) plan participation, life and disability insurance, and paid wellness time and reimbursements. Artificial Intelligence (AI): Our AI Guidelines outline the acceptable use of artificial intelligence for candidates and detail how we use AI to support our recruiting efforts. Reasonable Accommodation: Oscar applicants are considered solely based on their qualifications, without regard to applicant’s disability or need for accommodation. Any Oscar applicant who requires reasonable accommodations during the application process should contact the Oscar Benefits Team (accommodations@hioscar.com) to make the need for an accommodation known. California Residents: For information about our collection, use, and disclosure of applicants’ personal information as well as applicants’ rights over their personal information, please see our Privacy Policy.

Role Description As a Customer Service Representative, you will be responsible for providing high-quality support to users of a digital wallet platform. You will handle customer inquiries, assist with account-related issues, and ensure a smooth and positive customer experience. Key Responsibilities - Provide customer support via digital channels - Assist users with account and transaction-related queries - Troubleshoot basic technical issues - Maintain a high level of customer satisfaction - Ensure compliance with internal procedures and quality standards Working Schedule - Monday to Friday: 08:00 – 17:00 - Days off: Saturday and Sunday Qualifications - Languages required: Dutch (C1+) and English (B2+) - Location: Remote (Portugal Mainland) - Contract type: Fixed-term (6 months) - Note: Candidates must already be based in Portugal

Role Description Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be passionate about helping and supporting students' learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service. This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels. What You Will Do - Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. - Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. - Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. - Guide customers through the learning journey and help ensure students receive a smooth and positive learning experience. - Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. - Maintain a high standard of service quality, empathy, and professionalism in every interaction. - Contribute to customer success initiatives, operational improvements, and user-experience optimization projects. Work Hours - Day shift: Mon-Fri: 10am-7pm - Sat-Sun: 8:30am-5:30pm - Night shift: 3pm-12am - Candidates who are available Fri-Sun will be given priority. Qualifications - Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired. - Fast learner with the ability to understand complex processes, policies, and product details. - Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations. - Excellent communication skills — capable of explaining information simply, professionally, and empathetically. - Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting. - Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families. - Tech-savvy and comfortable using multiple communication tools and internal systems. - Excellent verbal and written communication skills. - Fluency in Mandarin is required; proficiency in English communication is essential. Company Description Think Academy US (www.TheThinkAcademy.com), a 100% owned subsidiary of TAL Education Group (NYSE: TAL), is a recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children’s ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline education platform.

Role Description The Escalations Specialist is a facilitator and connector responsible for finding the right experts, engaging them, and keeping critical customer issues moving. This individual owns the narrative and coordination of escalations so that Sales and customers have one clear source for status and decisions. The role serves as a liaison between internal groups and our global customers, owning the issue and communication until resolution. This is a remote position open to applicants authorized to work for any employer within the United States. What you will be doing: - Manage high-impact escalations, handling complex, multi-ticket customer issues (often A-Class or strategic districts) that require cross-team collaboration and rapid resolution. - Maintain the escalation tracker, Salesforce, Jira, and other tools for all stakeholders, ensuring real-time accuracy. - Facilitate communication and cross-functional coordination between Sales, Support, Product, Engineering, Integrations, and Content teams to bring issues to resolution. - Identify systemic patterns and recognize when individual tickets are part of larger, recurring escalations (e.g., data and reporting issues, integration failures). - Represent the customer voice internally, providing clear and timely updates to external customers and internal teams via phone, email, or meetings. - Support continuous improvement by identifying and implementing opportunities to reduce escalations and improve resolution cycle time. - Generate and distribute reports that drive issue resolution, fulfill customer report requests, and inform product and engineering prioritization. - Provide escalations support beyond standard hours, including support for both U.S. and international teams as needed (may include non-standard working hours and weekend availability). Qualifications - Bachelor’s degree desired. - 3+ years of job-related experience in technical or integration support, or escalation management. - Strong analytical and problem-solving abilities. - Proven ability to manage complex, multi-stakeholder issues. - Strong organizational skills with the ability to prioritize competing demands in high-pressure situations. - Self-motivated, detail-oriented, and capable of working independently. - Professional demeanor and composure in challenging situations. - Demonstrated patience and ownership in all interactions. - Working knowledge of Windows and Mac environments, as well as standard office tools. - Proficiency with MS Office Suite and web browsers (MS Explorer, Firefox, Chrome, Safari). - Experience navigating and tracking issues across multiple platforms (ticketing systems, CRM, collaboration tools). - Ability to generate reports from systems and databases. - Strong attention to detail and record-keeping accuracy. - Experience in learning management systems or educational technology. - Proficiency with Jira and team collaboration tools (Confluence, Slack). - CRM experience (Salesforce.com). - Project management and cross-functional coordination experience. - Experience managing escalation tracking systems and dashboards. Benefits - The pay range for this position is between $45,500 - $49,500 annually. - Base pay offered may vary depending on job-related knowledge, skills, experience, and location. - A full range of medical and/or other benefits may be provided, depending on the position offered.