Customer Success Specialist (BILINGUAL English and Spanish) - Part Time

Remo Health is looking to hire a part-time Customer Success Specialist (BILINGUAL English and Spanish).

This is a part-time, remote role with the possibility of extending or expanding based on individual performance and company growth.

About Remo

Remo is building the new standard of dementia care by fundamentally changing the care journey for people living with dementia and their family caregivers (the dyad). As a virtual dementia care provider, our expert clinical team designs personalized, comprehensive care to serve people with dementia and caregiver needs (instead of a one-size-fits-all approach). We empower family caregivers by connecting them with a vibrant community of other caregivers, expert content, and tools to manage the entire dementia journey – from anywhere, at any time. Our mission is simple – to provide accessible, comprehensive, quality dementia care for every person who needs it.

About the Role

Reporting directly to our Director of Customer Success, you’ll be the first touchpoint for families navigating dementia care, helping them to enroll in our program and to get the support they need. You’ll play a critical role in setting the tone for their experience with Remo, offering warmth, clarity, and guidance at a time when they need it most.

We’re looking for a part-time, remote teammate who loves connecting with others, is deeply empathetic, and thrives in an environment where every interaction makes a meaningful impact. If you’re excited about shaping the future of dementia care and being part of a mission-driven team at a growing company, we’d love to hear from you.

What You’ll Be Doing

• Guide families through the onboarding process for care delivery, ensuring they feel supported from day one.

• Provide product support through phone calls and emails, with the potential need of rotating weekend coverage.

• Address any questions or concerns from our dyads (the person with dementia and their caregiver) and appropriately follow up or escalate to the appropriate teams.

• Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience.

• Create informational materials for our members as needed.

• Clearly communicate who we are, what we do and how we help the dyads we serve.

• Help dyads enroll on our platform by:

  • Communicating our sign-up process over the phone.

  • Scheduling initial visits.

  • Accurately documenting information in our Electronic Medical Record.

• Build strong rapport and trust with the dyads we serve, delivering an experience of “Unreasonable Hospitality” from the very first interaction they have with us.

• Follow scripts while authentically connecting to our dyads and the families we will serve.

• Stay accountable against monthly enrollment targets.

You May Be A Good Fit If You

• Have at least two years of customer service experience.

• Are Bilingual (English and Spanish).

• Are able to work 15-20 hours per week.

• Are able to work PST hours.

• Are deeply curious about what makes people tick and passionate about connecting with them in authentic, meaningful ways.

• Are highly empathetic with strong active listening skills.

• Have strong interpersonal skills and are the type of person who could spend hours talking to others on the phone.

You’re The Ideal Candidate If You

• Have meticulous organizational skills; attention to detail matters a lot to you.

• Have healthcare Customer Service experience.

• Have worked in environments where you had to hit weekly/monthly goals.

• Have experience enrolling patients into a digital health program and scheduling their appointments.

• Have conflict resolution experience.

• Have strong problem solving skills.

Medical

• 100% Company-paid medical premiums for you and your dependents with HSA options

• Dental and vision plans (50% company-paid premium on employee’s dental plan)

• Dependent care FSA

• Rightway Health, clinical care navigator

• Employee Assistance Program

Financial

• 100% 401(k) match of up to 4%

• $80 / month stipend for cell and wifi

Time Off

• 20 days of PTO and 11 paid holidays

• 5 days sick leave

• 16 weeks fully paid parental leave for birthing paren