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
We're 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
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