Help Desk Specialist

CrowdHealth is helping Members live boldly without the fear and stress related to health care bills. No doctor networks. No huge monthly premiums. No annual deductibles. No surprises. We’re a community-powered alternative to health insurance, enabling individuals to access and fund healthcare with transparency, simplicity, and control.

Purpose

To provide fast, friendly, and accurate support to CrowdHealth Members as they navigate the enrollment process, manage their accounts, and engage with the CrowdHealth platform.

Scope

The Help Desk Specialist is a frontline Member advocate responsible for resolving a wide range of account and system-related questions. From assisting with sign-ups and troubleshooting technical issues, to explaining Member fees or giving to other Members’ health events, this role ensures every CrowdHealth Member feels informed, empowered, and supported.

This is a full-time, remote position reporting to the Help Desk Manager.

Expected Outcome

CrowdHealth Members receive fast, effective, and empathetic support that reduces confusion, increases confidence, and drives long-term engagement. Success is measured by:

• High first-contact resolution
  
  
• Timely and accurate handling of Member questions
  
  
• Positive feedback and satisfaction scores
  
  
• Reduced ticket escalations and churn

Responsibilities

Member Support Operations

• Manage and respond to member inquiries related to:
  
  • Identity Verification (KYC)
  • Advocacy fees and how they are billed
  • Contributions and Crowdfunding requests
  • Aging up and Aging out
  • Cancellations, refunds, and account closures
  • App or portal access issues
  • Notify members of failed payments and reprocess transactions
  • Alert and educate RED generosity score members
• Manage communication to members regarding upcoming payment processor changes, with the goal of minimizing member churn

• Triage and escalate system bugs, errors, or technical issues to the Product or Engineering team

• Track patterns in support tickets to recommend system improvements or new educational content

Process & Documentation

• Follow established workflows and SOPs to ensure consistency and accuracy
  

• Log and tag tickets appropriately for reporting and analysis
  
  
• Contribute to internal documentation and suggest updates to knowledge base content
  
  
• Identify recurring issues and share feedback with Help Desk Manager for process improvement

Cross-Functional Support

• Collaborate with Care Advocates on Member-related questions that intersect with health events

• Coordinate with Crowdfunding and Finance teams for questions about giving or payment reconciliation

• Flag potential Member churn risks or escalated issues to the Help Desk Manager for intervention
  

Qualifications‍

• 1–3 years in customer support, help desk, or client service roles
  
  
• Familiarity with support platforms like Zendesk, Intercom, or Freshdesk

• Experience in managing payment processors like Stripe, Lago, Synctera
  
  
• Experience in healthcare, health-tech, or subscription-based services a plus
  
  
• Strong digital fluency and ability to learn new systems quickly
  
  
• Commitment to CrowdHealth’s mission of transforming healthcare through community

Skills & Competencies

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• Clear communicator: Able to explain processes and policies with clarity and kindness
  
  
• Solution seeker: Resourceful and proactive in resolving Member concerns
  
  
• Tech confident: Can troubleshoot app issues and walk Members through digital steps with patience
  
  
• Detail-oriented: Accurate with account data and consistent in following SOPs
  
  
• Empathetic listener: Understands the emotional side of Member questions, especially around health or finances
  
  
• Team player: Works well in a collaborative, remote team environment
  
  

Job Type: Full-time

Compensation & Benefits

• Full Time - annual salary of $60,000 + equity
  
  
• Health support stipend that aligns with our mission
  
  
• Remote flexibility
  

• A team that cares deeply about both excellence and humanity

• 12 weeks paid maternity/paternity leave

• No cap on paid time off

• 401(k)

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Schedule: Monday to Friday normal business hours
Location: Remote

Join Us

If you’re excited by the idea of joining a company that’s rewriting the rules of healthcare and legit loving people, we’d love to talk.

Apply with your resume and a short note on why our mission resonates with you to culture@joincrowdhealth.com. We are currently accepting applications from candidates in any state other than New York, California, New Jersey, and Rhode Island.

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