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Customer Experience Associate

Affect Therapeutics

Affect Therapeutics

Customer Service
Posted on Wednesday, September 6, 2023

Affect Therapeutics uses mobile technology to deliver the first evidence-based, digital recovery program for substance use disorders. Affect combines a member-facing digital therapeutic, incentives, and an integrated care team to deliver an effective recovery program at scale. Affect is backed by AlleyCorp (Gilt Groupe, Nomad Health, Business Insider), City Light, and Artis Ventures.

As the first person to serve in the role dedicated to the customer experience of people seeking treatment for Affect Therapeutics’ telehealth programs, you will play a critical role in helping countless people start their recovery journey. You will embody the Affect Therapeutics values of Empathy, Passion and Accountability through the messages you send to interested potential members as well as your everyday actions in helping us build this function. Affect’s services are offered to our members virtually and our team operates fully remotely.

About the Role

We are seeking a compassionate and skilled Customer Experience expert to join our Admissions team at Affect Therapeutics. As the Customer Experience Associate for the Admissions organization, you will play a pivotal role in supporting individuals during their journey of seeking help, providing understanding, and guiding them through the admissions process for our virtual addiction treatment programs. You will be a partner in building our customer experience systems and processes from the ground up, in strong partnership with our Customer Experience Operations & Strategy Lead.

Responsibilities of this role include:

  • Empathetic Support: Respond to inquiries from potential members with genuine empathy, compassion, and understanding. Create a supportive and non-judgmental environment that encourages potential clients to feel comfortable and valued.
  • Motivational Interviewing to support Behavior Change: Demonstrate a strong understanding of psychology and the principles of motivating behavior change, especially concerning substance use disorders. Tailor interactions to meet individual needs, ensuring that clients feel their struggles are recognized and respected.
  • Customer Support: Serve as the primary point of contact for potential members, offering comprehensive information about our virtual treatment programs. Provide a warm and empathetic presence, instilling confidence in their decision to seek help and enroll in our services. Provide clarity into their insurance coverage status and alternative resources when their insurance is not covered by Affect.
  • Effective Communication: Exhibit excellent written and verbal communication skills. Use existing written templates to align to Affect’s brand and voice and also craft unique responses that align with Affect Therapeutics' commitment to providing compassionate care.
  • Efficient Operations: Manage to excellence in average first response times, ensuring that people are met in the moment in a position of great vulnerability.
  • Adaptability and Growth: Embrace a dynamic work environment and be comfortable learning new workflows to accommodate the rapid pace of change of a startup.
  • Collaborative Approach: Seek to incorporate workflows into other teams’ operations within our CRM, Kustomer. Regularly touch base with counterparts supporting members and managing core operational flows related to insurance and scheduling. Ensure feedback on our app is tagged and is functionally visible to Product team.
  • Continuous Improvement: Strive for ongoing improvement in the customer experience by gathering feedback from potential clients. Use insights to enhance the admissions process and eliminate any potential barriers to seeking help. Develop new workflows, inform our automation strategy, and identify gaps in our product or process that would improve the customer experience.

Qualifications and Skills:

  • Bachelor's degree in psychology, counseling, social work, or a related field.
  • Previous experience in customer support, admissions, or a similar role with a focus on providing empathetic and non-judgmental interactions.
  • Exceptional written communication skills, capable of expressing empathy and understanding effectively.
  • Serve as a positive Affect representative in every interaction, acting without prejudice, stigma, or judgment.
  • Strong adaptability and willingness to embrace change in a dynamic startup environment.
  • Deep understanding of psychology and principles of motivating behavior change, particularly in the context of addiction treatment.
  • Passion for helping individuals struggling with substance use disorders and a commitment to providing supportive care.
  • High comfort level with technology, including EMR software, email, Slack, and mobile apps (e.g., Google Suite). Experience with Kustomer or other support ticketing systems required.
  • Must be able to work remotely. Must have a quiet, private dedicated home office with a door with reliable internet connection.