Provider Experience Associate

TL;DR

Provider Experience Associate (Mental Health Platform): Respond to provider queries via Zendesk, manage support processes, and improve provider tools and documentation with an accent on written communication, SLA adherence, and operational scaling. Focus on analyzing product errors, collaborating cross-functionally, and building systems for high-volume provider network support.

Location: Remote from specific US states only (AK, AZ, AR, CO, ID, IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, SC, SD, TN, UT, WV, WI, WY). US-based team members outside Pacific time zone must overlap at least 6 hours between 8am-5pm PT.

Salary: $46,538 - $54,740 USD

Company

hirify.global is a mental health benefits platform for employers providing one-on-one, group, and digital resources for employee well-being.

What you will do

• Respond to provider queries via Zendesk, ensuring timely setup for quality care delivery.
• Enable providers to use proprietary tools and update internal databases with account and issue information.
• Analyze product errors by testing scenarios and share feature requests with the team.
• Manage and support the active provider network, developing deep understanding of their journey.
• Create and improve tools, systems, and documentation for provider support.
• Collaborate cross-functionally on process improvements and complete related projects.

Requirements

• 2+ years in customer-facing or support role with primary written communication (email, ticketing, chat).
• Proven ability to explain complex technical info clearly in writing (troubleshooting, FAQs).
• Strong written communication: accurate grammar, adaptable tone with empathy.
• Experience in SLA- and metrics-driven environment (response times, CSAT, KPIs).
• Analytical mindset: identify recurring issues and propose improvements.
• Comfort with tools like Zendesk, Salesforce, Jira; collaborative cross-functional style.

Culture & Benefits

• "It Takes a Village" culture emphasizing high empathy, accountability, and drive to win.
• Fully remote workforce with required Pacific time overlap for collaboration.
• Comprehensive benefits: medical/dental/vision, HSA/FSA, 401k, generous PTO, parental leave.
• Professional development stipend, wellness stipend, new hire WFH setup stipend, cell phone reimbursement.
• Access to coaches/therapists via platform, family support benefits, financial planning.
• ModSquad community with virtual events, ERGs, team-building.