Customer Support Specialist – Inbound Mental Health Access & Provider Coordination

Join arenaflex: Be the Compassionate Voice Connecting People to Mental Healthcare

At arenaflex, we believe that meaningful work starts with meaningful connections. We partner with forward-thinking organizations to build, transform, and scale operations that create positive change in the world. By connecting exceptional global talent with innovative companies, we help remove barriers to essential services—and right now, we are doing that for mental healthcare.

arenaflex is proud to be recognized as a Most Loved Workplace, and we know that achievement is rooted in our culture. We empower every team member to bring their full, authentic self to work, knowing that empathy, curiosity, and lived experience are what make our customer support exceptional. If you have a background in phone, email, and live chat support, familiarity with the insurance or healthcare landscape, and a passion for helping people navigate complex systems, this role is built for you.

We are seeking a dedicated Customer Support Specialist to join our inbound team supporting a growing mental healthcare platform. In this role, you will work directly with clients, providers, and insurance carriers to ensure every interaction reflects the highest standard of care, clarity, and compassion.

What You’ll Do Every Day at arenaflex

As a frontline advocate for both clients and providers, your work will be instrumental in expanding access to mental healthcare. Your responsibilities will include:

• Guiding clients through access to care via email, live chat, and occasional phone outreach—ensuring they feel heard, supported, and informed at every step.
• Troubleshooting platform issues for both clients and providers, identifying root causes and partnering with technical teams to drive timely resolution.
• Educating users on platform navigation, walking them through features and tools so they can confidently engage with the system on their own.
• Facilitating seamless communication between clients and providers to arrange care, schedule appointments, and clarify next steps.
• Collaborating with insurance carriers to verify plan benefits, confirm eligibility, and relay accurate coverage details to both clients and providers.
• Explaining benefit details and out-of-pocket costs in clear, accessible language tailored to each client’s plan and circumstances.
• Supporting clients in finding the right provider, using empathy and active listening to understand their needs and match them with appropriate care.
• Triaging high-urgency situations with calm, solution-oriented communication and a steady focus on de-escalation.
• Advocating for systemic improvement by identifying recurring friction points and proposing product or process changes that enhance the customer experience.
• Performing project-based work within your area of expertise as assigned by program leadership.
• Flexing across queues and programs as business needs evolve, including occasional holiday coverage and shift realignments.
• Working closely with teammates to share knowledge, relay accurate information, and ensure continuity of care for every patient and provider.

What You Bring to the Table

We’re looking for people who combine professional skill with genuine human compassion. The ideal candidate will have:

Essential Qualifications

• A minimum of one year of experience in phone, email, and live chat customer support roles.
• Adaptability and eagerness to learn new lines of communication, tools, and workflows.
• Excellent written communication skills, with the comfort and tact required for sensitive, emotionally nuanced conversations.
• Strong empathy, active listening, and interpersonal skills that help build trust quickly.
• Self-drive and attention to detail, with the ability to absorb and apply constantly evolving information.
• Alignment with arenaflex’s core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, and Manifest Trust.
• A passion for expanding access to mental healthcare and removing barriers for those seeking support.
• Willingness to travel occasionally to a company hub for team gatherings or training events.

Preferred Qualifications

• Knowledge of or experience in care coordination, insurance terminology, medical scheduling, or medical administration.
• Prior experience in a healthcare, insurance, or behavioral health support environment.
• Familiarity with CRM platforms, ticketing systems, and digital communication tools.

Training, Schedule, and Location

• Training: One week, Monday through Friday, 9:00 AM to 6:00 PM ET.
• Shift: Monday through Friday, with schedules varying between 8 AM–5 PM ET, 9 AM–6 PM ET, 10 AM–7 PM ET, or 11 AM–8 PM ET.
• Location: Fully remote, with a strong preference for candidates currently residing in North Carolina, Florida, Georgia, Texas, Arizona, Washington, or Michigan.

Why You’ll Love Working at arenaflex

At arenaflex, we believe that taking care of our team is the foundation of great work. We offer a comprehensive benefits package designed to support your well-being, growth, and long-term career satisfaction:

• Full-time, stable employment with a company that values long-term partnerships.
• Competitive compensation based on experience and performance.
• A dedicated wellness program, including access to support from an in-house psychologist.
• Comprehensive medical, dental, and vision benefits tailored to your location.
• Free posture-based fitness workouts you can access from the comfort of home.
• Paid sabbatical leave to recharge and reflect on your journey.
• Ongoing training opportunities sponsored by arenaflex and trusted external partners.
• 1-on-1 coaching, mentorship, and cross-functional development opportunities to help you grow your career.

The arenaflex Culture

Culture isn’t a buzzword here—it’s the backbone of everything we do. Our core values guide our actions, shape our decisions, and define the way we show up for one another, our partners, and the people we serve.

• Care for Others: We cooperate, empathize, and actively look for ways to put each other first.
• Embrace Growth: We expand our minds by taking calculated risks, building new skills, and staying open to change.
• Manifest Trust: Trust is the bond that allows us to work at our highest level—as a unified team moving in one direction.
• Take Ownership: Doing the right thing should come naturally, and we hold ourselves accountable.
• Be Humble: We seek guidance, welcome feedback, ask thoughtful questions, and listen generously.

Our Commitment to Inclusion and Belonging

arenaflex is proud to be an equal opportunity workplace. We deeply value diversity, inclusion, equity, and belonging, and these principles are at the heart of how we collaborate. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic in the location where the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements.

We are dedicated to the inclusion of all individuals and will provide reasonable accommodations for qualified individuals with disabilities throughout the job application and interview process. If you need assistance or accommodations, please reach out to our careers team.

Your Privacy Matters

arenaflex is committed to protecting your privacy and personal data. By submitting your application, you consent to the processing and storage of your data for recruitment and hiring purposes. To learn more about our privacy practices and your rights, please visit our Privacy Center.

Ready to Make a Difference?

If you’re a customer support professional with a heart for healthcare, a mind for problem-solving, and a desire to be part of a team that’s expanding access to mental health services, we want to hear from you. Join arenaflex and become the voice that helps people find the care they need—when they need it most. Apply today and bring your skills, your empathy, and your authentic self to a team that’s changing lives every day.