Spanish Customer Care for AI Medical Platform (based in Lisbon) Setúbal

Spanish Customer Care for AI Medical Platform (based in Lisbon)
Setúbal
Setúbal, Setubal, Portugal

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000
- growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business' optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of
- picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

JOB SUMMARY:

Your mission is simple: help doctors transition to AI smoothly, with minimal friction and maximum support. You love guiding others with new tools in a calm and clear way. With a strong communication and
- first mindset, you are committed to making every doctor feel heard, supported, and empowered.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Intake and respond to customer inquiries via phone, email, or chat via Intercom.
• Make outbound calls to existing Medicare and ACA clients.
• De-escalate AI-initiated conversations that result in a human intervention request.
• Send a notification to or set an appointment with the client's broker to handle the escalation.
• Triage the client to 9-1-1 in the event of a medical emergency.

MINIMUM REQUIREMENTS AND QUALIFICATIONS:

• Bachelor's degree is required.
• 1-2 years of
  - facing success or support roles (Saas or healthcare preferred).
• Proficiency in using CRM and ticketing systems to manage customer journeys.
• Understanding of healthcare workflows or AI platforms.
• Ability to work in a
  - based environment, including weekends and holidays.
• Languages: Proficiency in English is required; Spanish
  - level proficiency is mandatory.
• Preferably has experience managing different support channels (chat, email, voice, video, back office).
• Work in a hybrid setup.
• Residence in the Lisbon area.