Ness is an early-stage, remote-first startup at the unique intersection of fintech and healthcare. We’re on a mission to build a world where everyone can afford to be healthy.

We’re a seed stage company funded by some of the most iconic operators and entrepreneurs in the space (e.g., Sweetgreen, Headspace, One Medical, Thrive Market).

Started by the former CEO & Founder of Greatist (acquired by Healthline in 2019), we're building an AmEx-like credit card for health. We’ve got enormous ambitions to flip healthcare on its head through an alternative to health insurance that rewards consumers for the right behaviors and brings down the cost of healthcare.

tl;dr: We're an early-stage startup hiring a Support Agent familiar with the credit card ecosystem, who is excited to help our customers and solve tricky issues. This is a full-time, non-exempt position that is fully remote, but US-time zones only, please! We're on an ambitious mission to build a world where everyone can afford to be healthy. More details about us, the role, and the interview process below.

Base comp $23-$28 per hour, dependent on experience

Meaningful equity and benefits—see our Callings page for more details

What Impact You Can Make

Generally, we're looking for someone who will communicate directly with customers through text-based messaging, phone support, and non-traditional methods like personalized videos or handwritten cards.

Ultimately, you will be one of our most important assets. We believe an amazing customer experience is mission-critical for Ness' success in changing healthcare forever. Your work will help shape our customers’ impressions of Ness as a whole and determine whether they rave about us to their friends.

Our Core Values

We aren't a family, we're an incredible team. A super team that does things differently... At Ness, our core values are the source of our POWER.

Pencil It In

We move fast, try new things fearlessly, think differently, and learn from our mistakes.

One Ness

We're all on the same team, give regular feedback, have short memories, plus can "disagree and commit."

Work Crispy

We value clear, rigorous thought, and we're always prepared.

Embrace Your Mythical Creature

Our differences make us special. Come as you are (but no trolls, please!)

Right Way To Win (Not The Easy Way)

We believe in doing well AND doing good.

You May Be The Ideal Candidate If...

While we take a holistic approach to evaluating talent for our team, we're looking for candidates who have foundational experience in customer support and financial services. Specifically:

• You have 2+ years of experience working in customer support roles through phone, video, email, or live chat. Bonus if you have experience with Zendesk!

• You have 1+ years of experience working in financial services, ideally on credit card products or in related functions (collections, fraud, etc).

• You’re excited about being a member of our 24/7 support team, ensuring we’re there whenever our customers need us.

In addition, you may have transferable experience in these skills needed to excel in this role:

• You're empathetic and can acknowledge the customer's feelings before jumping into solution mode. You realize the impact a word, phrase, or emoji can have on a situation and your interactions with customers make them feel confident and empowered.

• You love to solve problems. When you notice something is wrong, you default to action and demonstrate great follow-through to make sure it gets fixed.

• You’re a strong communicator; you provide crispy details in all internal communications that enable productive async discussion and drive resolution.

• You’re confident working through ambiguity and are motivated to navigate situations where there isn’t a clear step-by-step. (Ness is a fast-paced start-up—we don’t have all of the answers, and some processes are still being defined.)

Things You Might Do...

Ness is an early-stage startup, which means that change is constant! These are items this role will be responsible for at first, but know that this will evolve over time:

• Be the frontline of the customer support experience by prioritizing the queue providing fast, accurate, and personalized responses to customer inquiries through inbound and outbound phone and text-based support. A typical week will include at least 30 hours of front-line support.

  • Our current hours of operation are M-F 9AM-6PM Eastern. Your working hours will need to overlap with that window, as you’ll have a designated shift during those hours with a rotating on-call weekend schedule to address urgent customer needs.

• Solve customer issues by developing expertise across our internal processes and systems, as well as our third-party tools, and collaborate with teammates to work through more complex issues.

• Act as a brand ambassador with our customers, helping them develop loyalty to the Ness brand and interest in both current and future products. This includes proactively engaging with customers through handwritten cards, personalized videos, impromptu emails and check-ins, etc.

• Execute initiatives directly related to company objectives, such as engaging with customers regarding their application status, healthy activity, and spending behaviors.

• Continuously help us improve by proactively spotting patterns in customer feedback, openly sharing it with the CX team, and offering solutions.

• Building task guides, working on cross-functional projects, and championing initiatives to improve how, when, and why customers receive support.

How We Hire

First, we don't discriminate. We know from experience a more diverse and inclusive team leads to bigger impact and success.

1. First Hello

You'll talk to one of our recruiting partners for 15 minutes over the phone. There's nothing to prepare in advance.

First, we want to figure out if you've got the right experience for this position and if working at Ness is a fit for you and us. We'll have reviewed your application and resume in detail, and we’ll save a few minutes to answer your top questions!

2. A Deeper Dive

You’ll follow up with our Card Servicing leader for a 45-minute Zoom call that will be mostly a "behavioral" interview focused on what you've done before. We want to build conviction you'll succeed in this job the same way you've succeeded in the past.

Then, you’ll have time to ask more in-depth questions of us too.

3. Take-Home

After this, we'll send you a take-home project, similar to what would be expected of you at Ness, to get a sense of how you think and communicate!

Why? Well, we believe communication skills are key for leaders in a remote-first company—and want a chance to see you share your expertise. We'll share more details about this when we get there!

You'll have 3 days to complete the take-home and send it back to us, and then we'll take the opportunity to review it. It should take you no more than ~1 hour to complete.

4. Meet the Team

You'll talk to a few Nessies (that’s what we call our employees) on a team panel with representatives from CX, Operations, and Product (45 mins). You’ll also meet with our Co-Founder, Katherine (30 mins). These calls typically won’t be scheduled back-to-back.

Here, we want to explore if we're a good fit for each other. We will have reviewed your application, take-home, and any prior meeting notes in detail, so the discussion will be focused mostly on what brings out the best in you and what's next. We want to be confident Ness can offer the environment (culture, responsibility, org structure, etc...) that's led you to the most professional success so far.

You'll have time to ask questions, too!

5. References

Oh—and, with your help, we'll reach out to folks you've worked with in the past. We're usually pretty far along here, so this is mostly about learning from outside perspectives about how to manage and empower you best.

If relevant, we might have you also meet some other folks on the team. This can be a great opportunity to get a better feel for us and for us to get a better feel for you!

6. The Job Offer

Got this far? That means you're in. Expect a personal call and welcome to the team!

The position of Customer Support Agent is classified as an M1 Customer Experience Owner under Ness' leveling framework. Should an offer of employment be extended, the official title for this position will be M1 Customer Experience Owner per Ness' leveling framework. We'll be sure to touch on this during the interview process!

No recruiters or agencies, please. Thanks!

Please be aware of fake job offers coming from people claiming to be Ness Well, Inc. employees. Ness employees and/or our recruiters will never ask you for money or personal information like bank account numbers, and will always ask for a phone call or video call as the first step in our hiring process.