Senior Associate Customer Support - Remote US

Date: May 9, 2025

Location:

Any city, OH, US, 99999

Req ID: 29504

It takes great medical minds to create powerful solutions that solve some of healthcare’s most complex challenges. Join us and put your expertise to work in ways you never imagined possible. We know you’ve honed your career in a fast-moving medical environment. While Gainwell operates with a sense of urgency, you’ll have the opportunity to work more flexible hours. And working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work-life balance, continuous learning, and career development.

Summary

We are seeking a highly experienced and detail-oriented Senior Associate Customer Support representative to join our team in a fully remote, work-from-home capacity. In this role, you will handle complex customer inquiries, process incoming communications, and ensure high levels of data integrity and service delivery.

Your role in our mission

As a Senior Associate Customer Support, you will:

Respond to complex customer questions via telephone and escalate when appropriate.
Research customer inquiries and respond promptly with thorough follow-ups.
Record and track calls, update account histories, and maintain detailed documentation.
Process incoming and outgoing client mail in alignment with SLAs.
Conduct data entry and ensure document matching to correct accounts.
Assist supervisor/manager with day-to-day operations, including mentoring support staff.

What we're looking for

Required Qualifications:

High school diploma or GED.
Six (6) or more years of customer service or related call center experience.
Experience working with help desk software and telephone systems.
Familiarity with general office equipment and common business software.
Proven experience working within structured organizational environments.
Strong communication and documentation skills.

Preferred Qualifications:

Background in mentoring or training less experienced team members.
Ability to troubleshoot, analyze, and resolve customer service challenges.
Experience improving workflows or recommending process enhancements.
Comfortable working independently and handling confidential information.
Prior experience reviewing and submitting performance reports.
Familiarity with monitoring transactions to ensure SLA compliance.

What you should expect in this role

100% remote, work-from-home position based in the U.S.
Full-time, 40-hour workweek across five 8.5-hour shifts.
Collaboration with cross-functional teams and departments.
Active involvement in operational improvements and mentoring efforts.
Fast-paced environment with a strong focus on accuracy and customer satisfaction.
Supportive and inclusive company culture with professional development opportunities.

#LI-REMOTE

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The pay range for this position is $41,900.00 - $59,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.