Papa is hiring a Pal Success Specialist I to directly support our Papa Pals and ensure they are fully equipped to deliver excellent care. In this role, you will work directly with both Pals and members to resolve concerns, ensure successful visits, and provide a seamless experience for everyone involved.

What You'll Do

Use critical thinking and business judgment to support Pals with visit-related needs and resolve concerns, including pay issues.
Manage multiple tasks and communication channels (calls, chats, tickets) while balancing shifting priorities in a fast-paced environment.
Solve problems quickly and thoughtfully for customers, escalating when necessary with care and urgency.
Demonstrate strong verbal and written communication skills with Pals, members, and internal stakeholders.
Thrive in a dynamic environment where processes evolve regularly and help champion innovation.
Handle sensitive personal, insurance, and pay-related information with a high level of care and attention to detail.
Work comfortably across multiple systems and platforms at once, leveraging technology to improve efficiency.
Partner effectively across teams, sharing insights and best practices to strengthen overall team performance.

What We're Looking For

Fluency in English (written and verbal).
Ability to adhere to a work-from-home policy, including a hardwired (Ethernet) network connection and distraction-free environment.
Excellent critical thinking and decision-making skills with the ability to adapt workflows based on real-time needs.
Strong written and verbal communication skills, especially in high-volume, multi-channel environments (calls, chats, tickets).
Exceptional organizational skills and the ability to manage multiple tasks and priorities simultaneously.
Strong attention to detail with a focus on accuracy in documentation, trend identification, and escalation protocols.
Customer-obsessed mindset with a proven ability to problem-solve quickly and empathetically.
Adaptable and comfortable with change in a fast-paced, evolving environment.
Technically confident—able to work efficiently across various digital tools, platforms, and internal systems.

Nice to Have

Minimum of 1 year of experience in customer service, support, or call center environments.
Experience handling sensitive data (e.g., payroll, insurance, or member information).
Previous experience working across multiple systems or platforms simultaneously.
Bilingual proficiency in Spanish or Haitian Creole.

Benefits & Compensation

Medical, dental and vision insurances.
Mental health and emotional wellbeing support tools.
401k Plan with match of up to 4%.
Generous gender neutral parental leaves and PTO.
Lunch stipends and employee events that promote work life balance and camaraderie.