Customer Support Executive

About Small Joys Small Joys is a behavioral health collaborative care organization focused on making mental healthcare more accessible, human, and effective. We work closely with US-based healthcare providers and patients, and our teams collaborate across time zones to deliver timely, compassionate support. Role Overview Were looking for a Customer Service Associate to support our US operations by being the first point of contact for patients and internal teams. This role requires strong communication skills, attention to detail, and comfort working in a night-shift schedule aligned with US time zones. Work Timings: 7:00 PM 4:30 AM IST (US EST coverage) Key Responsibilities Handle inbound and outbound calls, emails, and messages from patients and partner clinics Provide accurate information, resolve queries, and ensure a smooth customer experience Coordinate with internal teams (care coordinators, operations, data teams) to resolve issues efficiently Update and maintain customer records in internal systems with high accuracy Follow defined processes, scripts, and compliance guidelines (HIPAA-aware environment) Flag recurring issues, urgent concerns, or escalations in a timely manner Maintain professionalism, empathy, and clarity in all customer interactions Requirements Required Skills & Qualifications Excellent verbal and written communication skills in English Prior experience in customer service, support, or operations (healthcare experience is a plus) Strong listening skills and a calm, empathetic approach to problem-solving Comfortable working independently in a remote setup Basic proficiency with tools like Google Workspace, CRM systems, or support platforms Willingness to work night shifts aligned with US EST hours Nice to Have Experience working with US customers or healthcare-related workflows Familiarity with handling sensitive or confidential information Previous remote work experience Work Setup Remote role based out of Hyderabad Stable internet connection and a quiet workspace required Initial training and onboarding will be fully supported by the team Benefits Why Join Small Joys Work with a mission-driven team making a real impact in mental healthcare Collaborative, supportive, and people-first culture Opportunity to grow with a fast-scaling healthcare organization Exposure to US healthcare operations and global teams

0-2 years
Customer Service