Customer Support Agent (Contract)

About Panasonic Well:

Panasonic Well is a venture and business incubator from the Panasonic Group focused on pioneering new health and wellness solutions by connecting hardware, software and services through industry-leading, responsible AI. We are committed to building an ecosystem of technology that improves well-being for every generation.

Panasonic Well operates in the US as Panasonic Well LLC and in Japan as a division of Panasonic Holdings Corporation.

About The Role:

We are seeking a highly skilled specialist in customer support and personal assistance for our products in the market. This role requires independent execution of complex member support cases while contributing creative solutions to enhance the user experience across both platforms.  

For the duration of this assignment, you’ll be engaged as a non-exempt, hourly contractor through our preferred staffing partner, supporting Panasonic Well as the client.

As a specialist contributor, you'll tackle complex assignments independently, act as a facilitator between members and service providers, and make recommendations for new procedures based on emerging member needs and platform developments.

What You’ll Get To Do: 

Customer Support & Technical Resolution

• Handle member inquiries via chat, email, and phone across Umi and Yohana platforms
• Independently troubleshoot complex app issues, subscription problems, and account questions
• Resolve billing and payment issues with creative problem-solving approaches
• Follow up on technical escalations and coordinate with engineering teams
• Develop solutions for unique member scenarios and edge cases

Process Innovation & Quality

• Work assigned shifts to ensure comprehensive daily coverage
• Document interactions thoroughly in the support platform
• Make recommendations for new procedures based on member feedback and case patterns
• Test new features and provide expert input on platform improvements
• Contribute innovative concepts for enhancing member experience

What You’ll Bring:

• 3+ years of customer service or member support experience
• Proven ability to tackle complex assignments independently with minimal supervision
• Creative problem-solving skills with strong attention to detail
• Experience with support tools (Zendesk, Salesforce, Intercom, etc.)
• Excellent written and verbal communication skills
• Ability to act as a facilitator and coordinate across multiple stakeholders
• Strong organizational skills with the ability to handle multiple tasks simultaneously
• High school diploma required; post-secondary degree preferred

What We Offer:

Local contractors are expected to come into the office on Mondays & Wednesdays. Fully remote (Work From Home) employment may be available for select positions.  

Compensation is determined by the scope and complexity of the role, along with a review of your experience and skills, as well as alignment with geographic market data. The hourly compensation range for this position is $35.00 – $45.00.

Contractor Benefits (Provided via our preferred staffing partner):

• Competitive compensation  
• Comprehensive benefits package, including health insurance, dental, vision, and life insurance  
• 401(k) retirement plan  
• Accrued paid time off and sick leave  
• Employee assistance program

Please note that benefits eligibility and specifics may vary based on the terms of your contract and the policies of the third-party staffing vendor.