Pal Success Specialist

Papa, and our Papa Pals represent a new category of care, to quite literally meet our members where they are. Social determinants of health, including the loneliness public health crisis, greatly impact people’s health and their lives. The Papa team and our tens of thousands of Papa Pals are here to provide companionship, support, and care to millions of families.

Backed by excellent partners, Papa has raised $240M in funding. Our investors include SoftBank Vision Fund 2, TCG, Tiger Global Management, Canaan, Comcast Ventures, Pivotal Ventures (Melinda Gates’ fund), Initialized Capital, Sound Ventures (Ashton Kutcher’s fund), YCombinator, Operator Partners, and Magnify Ventures.

Papa, Inc. is an equal opportunity employer. We proudly support the ParityPledge® for gender and/or racial parity at the highest levels of business.

About the Role

As a Pal Success Specialist, you’ll play a critical role in supporting our Papa Pals and ensuring they’re fully equipped to deliver high-quality care to our members. You’ll work directly with both Pals and members to ensure visits are completed successfully, concerns are addressed promptly, and everyone receives a seamless experience.

This role requires clear, compassionate communication across multiple channels—including chat, tickets, and phone calls. You’ll be expected to handle sensitive information responsibly, maintain confidentiality, and approach every interaction with professionalism and care.

Ideal candidates are passionate about helping others, thrive in a fast-paced environment, and have strong problem-solving skills. They’re confident decision-makers who understand how their day-to-day actions contribute to the broader success of our mission.

Your Responsibilities

• Own the Outcome: Use strong critical thinking and business judgment to support Pals with visit-related needs, resolve concerns—including pay issues—and make the right decisions, even when workflows require thoughtful deviations. You are empowered to make it happen for our customers.
• Master Time Management: Manage multiple tasks and communication channels (calls, chats, tickets) while balancing shifting priorities throughout the day. Effectively prioritize and follow through to completion in a fast-paced environment.
• Resolve in One Touch: Aim for one-interaction resolution by applying broad knowledge of Papa’s departments and processes. Think creatively, document thoroughly, and deliver well-rounded solutions in the moment.
• Be Customer-Obsessed: Passionate about helping others, you understand how each interaction directly impacts the customer experience. You work to solve problems quickly and thoughtfully—escalating when necessary with care and urgency.
• Communicate with Clarity: Demonstrate strong verbal and written communication skills with Pals, members, and internal stakeholders. You represent Papa’s values in every interaction, whether it’s over the phone, in chat, or through tickets.
• Embrace Change: Thrive in a dynamic environment where processes evolve regularly. You are adaptable, open to new ways of working, and help champion innovation within the team.
• Operate with Precision: Handle sensitive personal, insurance, and pay-related information with a high level of care. You notice the small things, investigate thoroughly, and identify trends or technical issues for escalation when needed.
• Be Tech-Savvy: Comfortably work across multiple systems and platforms at once. You’re eager to learn new tools and leverage technology to improve efficiency and accuracy.
• Collaborate and Contribute: Partner effectively across teams, sharing insights, best practices, and learnings to strengthen overall team performance. You celebrate team success and help others grow.

Requirements:

• Minimum of 1 years of experience in customer service, support, or call center environments preferred
• Experience handling sensitive data (e.g., payroll, insurance, or member information) is strongly preferred.
• Previous experience working across multiple systems or platforms simultaneously.
• 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.

• Ability to adhere to work-from-home policy, including, but not limited to a hardwired (Ethernet) network connection and distraction-free environment during working hours and the expectation to leverage the tools and technology provided by Papa.

Language Requirements:

• Fluency in English (written and verbal) required.
• Bilingual proficiency in Spanish or Haitian Creole preferred.

Location: 

• Remote US 

Salary & Benefits:

• At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments we offer 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.

Job Type: Full-time

• This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
• Papa will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.