Customer Support Specialist

Location: San Francisco

Wheel | $45,760 - $52,000

Steph's Notes:

Pretty normal Careers page with straightforward values, mission, vision, etc. There's a *very* prominent DEI statement, which I appreciate (although, of course, how they actually treat folks matters more).

I really appreciate that most of the important details are right at the top: the preferred candidate locations and shift hours / time zone. It's a green flag when companies have an idea of what matters most to candidates.

If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you!

No, I want to work with satisfied dummies. I guess I'll keep my interest to myself!

2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role

Sigh. What are the chances the pay matches this mid-level high-volume role?

Pay Rate is: $22-25/hour.

So, none. The chances are none. Cool. At least they know the pay isn't competitive?

Really puts that DEI statement into perspective, though. "We encourage underrepresented minorities to be underpaid in this role, which will affect their future compensation for years, if not forever."

Original Job Description: Customer Support Specialist

Job Title: Customer Support Specialist

Locations: Remote US, preferred locations are Austin, TX, Bay Area, Seattle, WA, Chicago, IL, Atlanta, GA, Boston, MA, New York City, Denver, CO.

Shift: 12pm-9pm CST Friday - Tuesday

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.

About the Role

As a Support Specialist for Wheel, you will have a significant, lasting impact on Wheel’s customer experience. From helping our first level support associates to clinicians so they can provide care, you’ll be an intricate part of Wheel Support and the overall experience.

If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you!

What You’ll Do

• Triage or respond to second level Zendesk support tickets within SLA guidance
• Answer incoming calls from our clients, patients, and pharmacies
• Handle more complex technical troubleshooting and sensitive situations
• Problem solve and de-escalate
• Effectively escalate tickets past the tier 2 queue if required
• Work cross functionally with other teams when required to solve an issue
• Vet and submit JIRA tickets for Engineering and Operations teams

Who You Are

• 2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role
• Experience with ZenDesk is a must
• Great people skills found in empathy, ability to build trust and patience
• Clear communication; excellent verbal and written skills
• Ability to manage escalations
• Experience in Health Care is a plus

Salary and Perks

Pay Rate is: $22-25/hour.

Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. The role will remain open until March 31, 2026. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through Wheel’s career page up until the designated application deadline.

As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:

• Medical, Dental and Vision
• Ancillary: Life, Short and Long Term Disability
• 401K match
• Flexible PTO
• Parental Leave
• Stock options
• Additional programs and perks

Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.