Customer Success Specialist, Bilingual English and Spanish

Remo

Customer Success Specialist assisting families with dementia care through remote support. Providing guidance, communication, and support as first touchpoint for enrolled dyads.

Posted 6/4/2026full-timeRemote • California, Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $29 - $35 per hourWebsite

About the role

Key responsibilities & impact

Guide families through the onboarding process, ensuring they feel supported from day one.
Manage referral intake by uploading documentation and maintaining proactive communication with our patient-caregiver dyads.
Serve as a responsive liaison through phone and email, collaborating across departments to elevate the overall member experience.
Provide product support / scheduling support to our members via phone call and email, with the potential need of rotating weekend coverage.
Address any questions or concerns from our dyads and appropriately follow up or escalate to the appropriate teams.
Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience.
Creates informational materials for our members as needed.
Clearly communicates who we are, what we do and how we help the dyad.
Help dyads enroll on our platform.
Communicate our sign up process over the phone.
Schedule initial visits.
Accurately documenting in our EMR & CRM.
Build strong rapport and trust with the dyads we serve, delivering an experience of “__Unreasonable Hospitality__” from the very first interaction they have with us.
Comfortable following talking points while authentically connecting to our dyads and the families we will serve.
Stay accountable against monthly enrollment targets.
Other job duties as required

Requirements

What you’ll need

Reside in PT or MT time zones.
Have at least four years of healthcare related customer service experience.
Are Bilingual (English and Spanish).
Are deeply curious about what makes people tick and passionate about connecting with them in authentic, meaningful ways.
Are highly empathetic with strong active listening skills.
Have strong interpersonal skills and are the type of person who could spend hours talking to others on the phone.
Have meticulous organizational skills; attention to detail matters a lot to you.
Have healthcare Customer Service experience.
Have worked in environments where you had to hit weekly/monthly goals.
Have experience enrolling patients into a digital health program and scheduling their appointments.
Have conflict resolution experience.
Have experience identifying customer objections.

Benefits

Comp & perks

100% Company-paid medical premiums for you and your dependents with HSA options
Dental and vision plans (50% company-paid premium on employee’s dental plan)
Dependent care FSA
Rightway Health, clinical care navigator
Employee Assistance Program
100% 401(k) match of up to 4%
$80 / month stipend for cell and wifi
20 days of PTO and 11 paid holidays
5 days sick leave
16 weeks fully paid parental leave for birthing parents and 8 weeks for non-birthing parents
Bereavement leave and pregnancy loss leave
Short-term and long-term disability insurance
Life insurance
Critical illness, accident, and hospital indemnity insurance
Pet insurance
Legal advice

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicehealthcare experienceenrollmentschedulingdocumentationEMRCRMconflict resolutionactive listeninggoal achievement

Soft Skills

empathyinterpersonal skillsorganizational skillsattention to detailcommunicationrapport buildingauthentic connectioncuriosityproactive communicationresponsiveness