Come for the mission. Stay for the experience.

Come for the mission. Stay for the experience.

Let’s keep things simple: we’re a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us - even you!

Healthcare benefits are complex, underutilized and a mystery for most people. That’s why it’s our vision to remove the complexity from being healthy and well. HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients’ health and wellness strategies into a simple, unified digital experience. This leads to healthier employees and a healthier bottom line.

With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc.'s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to over 400 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Customer Engagement Team making that happen.

***To be considered for this position, candidates must be located in Chicago, IL.***

Your impact. 

• Provide top-tier support to HealthJoy's customers from implementation to renewal, ensuring exceptional customer experience
• Serve as a product expert, adept at guiding customers on optimal usage of HealthJoy's platform
• Assist in enhancing customer experience through various support channels, including client marketing initiatives and technological support
• Utilize Gainsight and other tools (SFDC, Zendesk, etc.)  to document customer updates and research background information for efficient customer support
• Maintain learning resources and knowledge base to improve support accuracy for SMB customers
• Build consultative relationships with internal teams to ensure effective solutions provision and reduce assistance needs over time
• Exude HealthJoy’s values – we are ONE team working toward the same goals
• Champion the success of our customers, partners, and members – their success is our success

Ongoing client engagement

• Conduct calls with SMB customers regarding program best practices, ongoing issues, and escalations
• Provide direct support to customers through various channels, resolving issues promptly and efficiently
• Project-manage internal tickets, triaging customer support needs effectively
• Offer guidance to clients on maximizing value from HealthJoy products and document interactions in Gainsight
• Have an eye in your client interactions toward opportunities to refer clients to the SAE org through the use of CSQL processes
• Conduct member webinars for SMB customers and respond to inquiries promptly, escalating as necessary

Implementation and plan renewal

• Oversee multiple SMB-client implementations and renewals concurrently, maintaining high-quality standards
• Track and communicate progress with internal stakeholders, providing project support throughout the process
• Gather necessary information and configure systems based on client requirements during implementations and renewals
• Document and reproduce bugs for Engineering and Product teams to facilitate quicker resolutions
• Ensure customers receive post-launch marketing information and provide reactive support via designated channels

Your experience.

• 1-3 years of work experience in a fast-paced, customer-facing role (experience in SaaS preferred), with a background in Benefits being advantageous
• Strong attention to detail with a keen ability to track details and deadlines
• Experience working with technical solutions in a customer-facing role, or demonstrated proficiency in guiding users through software applications
• You’re a team player -- proven ability to work productively as part of a team, and build positive internal relationships both within your direct org / team and cross functionally
• Strong time management skills with the ability to prioritize tasks across multiple customers, deadlines, and systems, utilizing CRM tools, while also demonstrating the capacity to work independently
• Excellent written and verbal communication skills, with active participation in internal discussions
• Genuine passion for creating a positive experience and bringing meaningful value to our customers
• Effective and respectful communication skills across various mediums, including phone, email, and in-person interactions, with the capability to engage confidently with individuals at all organizational levels externally
• Strong active listening skills, demonstrated through the ability to ask insightful questions and a genuine curiosity to learn more
• Proven ability to learn a new product suite at an expert level, in order to com