Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry.
We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better.
With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies.
With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.

Helpware

Browse and apply for open jobs at Helpware.

operations

Helpware is a digitally enabled People as a Services Outsourcer dedicated to enhancing customer experiences for high-growth, market-disrupting, and technology companies. They specialize in providing a wide array of services such as digital customer experience, content control and verification, AI-driven customer service, back-office support, and data labeling. Helpware also assists in areas like digital marketing support, cybersecurity, and software development. Operating globally, they offer culturally aligned and scalable team solutions across multiple countries. Helpware aims to drive brand loyalty and efficiency for its clients by providing human task services integrated with technology solutions.

Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.

Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. 

Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.

• Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's that contribute to the acquisition, satisfaction and retention of client contracts/agreements.
• Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them.
• Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company through active coordination with various Operations and Support teams (i.e Human Resources, Facilities, I.T., Finance, Training, Quality, Continuous Improvement, etc.).
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
• Translates client requirements into action plans for the LOB's / accounts / programs.
• Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.

Operations Manager

Senior Operations Manager overseeing call center operations for Helpware across various regions in the USA. Responsible for client satisfaction, operational efficiency, and team performance management.

customer-support

• Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Order tests that could determine the causes of product malfunctions.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Maintain Service contracts by scheduling service appointments with customers.
• Schedule and coordinate all service/emergency calls as calls are received.
• Respond to all messages left overnight.

Customer Support Representative – Part-Time

Customer Support Representative assisting customers through phone and email. Handling inquiries, complaints, and maintaining customer records in a fast-paced environment.

• Serve as the first point of contact for patients/healthcare providers via phone and chat
• Assist with prescription drug inquiries and troubleshooting mail-order issues
• Guide through basic resolution steps
• Become an expert on GLP-1 products and functionalities
• Maintain professionalism and empathy

Customer Service Representative

Customer Support Representative at Helpware managing healthcare provider and patient inquiries via phone and chat. Delivering customer service with professionalism and empathy from Nashville, TN.

• Responsible for managing contact center operations activities including day-to-day site operations and workforce management for one or more accounts / programs / LOB's.
• Acts as the primary contact for client and project delivery standards and maintains cordial working relations with them.
• Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by clients and the company.
• Ensures that all program/account processes and procedures are adhered to and that individual/global metrics are consistently improving.
• Has full P&L responsibility for all programs / accounts / LOB's managed and supported.
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
• Translates client requirements into action plans for the LOB's / accounts / programs.
• Establishes open and honest communication regarding all aspects of the accounts'/programs'/LOB's performance.
• Monitors account / program / LOB performance to ensure that profitability and efficiency are maintained and improved.
• Conducts interval business reviews, ensuring that contract metrics and service levels and KPI agreements are met.
• Upholds company policies and drives for adherence to such policies.
• Manages costs and expenditures efficiently and wisely within budgeted guidelines.
• Maintains a high level of morale and productivity within the LOB's / accounts / programs.

Senior Operations Manager

Senior Operations Manager at Helpware responsible for managing day-to-day contact center operations and client relations. Overseeing KPIs, financial targets, and team leadership in multiple locations.

• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers
• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries
• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources
• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices

Customer Support Representative assisting patients with prescription inquiries via phone and chat. Delivering excellent customer service in a hybrid work environment.

Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.

Helpware

About the company

Open jobs

5 jobs found

Operations Manager

Helpware

Customer Support Representative – Part-Time

Helpware

Customer Service Representative

Helpware

Senior Operations Manager

Helpware

Customer Service Representative

Helpware