Overview
Founded in 2012, Cariloop is a care company fueled by a deeper purpose: ensuring that no one goes through caregiving alone. We are a compassionate organization committed to providing steadfast support to those navigating the complexities of caregiving. Our platform is a lifeline offering personalized guidance from expert Care Coaches, cutting-edge digital tools, and access to an integrated care provider support network and community, tailored to meet the diverse needs of individuals and families at every stage of life.

Operating remotely across the United States, we embrace a virtual work culture that champions collaboration, flexibility, and inclusivity.

Our Impact
At Cariloop, we believe the unbiased, inclusive, and empathetic way we strive to serve caregivers is a reflection of how we serve our employees. You'll have the opportunity to make a genuine difference in the lives of millions of caregivers while enjoying the autonomy and flexibility of remote work. As a member of our team, you'll contribute to a movement to redefine the standard for caregiver support, shaping a future where caregivers feel supported, empowered, and recognized for their invaluable role.

As a Public Benefit Corporation and a Certified B Corp, we are constantly striving to use our business and platform as a force for good, being especially mindful of how we create a profitable, sustainable enterprise while supporting all of our stakeholders and giving back to our communities.

We believe deeply that the way we care for others should be a reflection of the way we care for our team. We seek to foster a culture of care that sees people for who they are and celebrates the core values they hold dear. When we care for our Loopers, our Loopers can focus on caring deeply for the caregivers, families, and communities we serve.

Join us in our mission to create positive change, and together, let's forge a path toward a more caring and connected world.

Career Opportunity
As a Technical Support Specialist you will be responsible for providing technical support for our SaaS platform users and platform setup and configuration responsibilities for our customers. This is a great opportunity for someone with a user-facing technical support background. If you are someone who loves solving problems for others, loves solving technical challenges, and has a track record working cross-functionally, we encourage you to apply.

Technical Support Responsibilities:

• Work with internal and external users to triage and resolve issues.

• Provide Tier‑1/2 troubleshooting; reproduce issues and escalate clearly to Tier -3/Engineering & Product resources.

• Maintain accurate records (tickets, corrective action, root cause); meet SLAs/SLOs and drive CSAT.

• Close the feedback loop with Product and Support, surfacing common issues and product improvement opportunities.

• Stay up to date on product enhancements and maintain a deep product knowledge

• Build, maintain, and grow a knowledge base for both external (user and customer) and internal resources.

• Develop and improve internal processes and workflows for customer implementations and user support.

• Perform account maintenance activities such as account deletion and data export requests.

Platform setup and Configuration Responsibilities:

• Partner with customer success to perform the technical implementation of clients including turning them on, benefit configuration, initial eligibility, and required technical support.

• Proactively monitor eligibility feeds and configuration settings across customers on a regular basis, ensuring our systems are set-up appropriately for the desired member experience, escalating issues to internal Product or Customer Success teams as needed.

• Setup initial eligibility data import/migration, technical benefit configuration, and integration setup (SSO for example).

• Trial account eligibility setup
  
  

Qualifications

• Solid understanding of Jira and Jira workflows / other customer support systems

• 4+ years as a product technical support analyst or similar role

• Understanding of Secure FTP services

• Strong communication, organizational, and interpersonal skills

• Proficiency to prioritize multiple tasks

• Preferred: proficiency with MongoDB and/or other database, ETL skills

• Preferred: Proficiency with Notion

Attributes

• You are a clear and concise communicator.

• You are eager to become an expert on our product.

• You care deeply that our users have the best experience possible.

This position is performed primarily on a remote basis; however, the employee may be required to travel occasionally to fulfill business needs. Such travel may include, but is not limited to, on-site meetings, company retreats, training sessions, or other business-related events. The frequency and duration of travel will vary based on operational needs, and the employee will be provided reasonable notice whenever possible.

The ability to travel as needed is a condition of employment, and all travel expenses will be reimbursed in accordance with the company’s travel and expense policy.

Benefits and Perks
At Cariloop, our commitment to supporting caregivers, families, and each other extends to every aspect of our organization, including our benefit offerings. Designed to address the holistic needs of our Loopers, our comprehensive program encompasses employee health, financial stability, and overall wellness. By prioritizing the well-being of our Loopers, we not only fulfill our mission but also foster a culture of empathy, collaboration, and support that extends beyond the workplace. Our comprehensive benefits package offers:

• Comprehensive Medical, dental, and vision insurance coverage

• Employer contributions to 401k retirement plans and Health Savings Accounts (HSA), empower you to build a secure financial future while taking care of your present needs.

• Company-sponsored life, short-term, and long-term disability insurance, providing peace of mind in both anticipated and unforeseen life events

• Access to Cariloop's member portal and services for both you and your family, offering a wealth of resources and support in navigating your caregiving journey

• Annual subsidy that can be used across a variety of care needs, offering flexible support for backup care needs.

• Flexible time-away policy and 14 paid company holidays yearly, promoting self-care and work-life balance, reflecting our commitment to Looper's well-being

• Quarterly mental health days where all Loopers are encouraged to disconnect and recharge for the day

• Paid volunteer time away, allowing all Loopers to make a positive impact in our communities

• Fully paid caregiver leave for all Loopers, reflecting our commitment to supporting caregivers within our own company

• And more!

Please contact the People team at people@cariloop.com if you would like to request a reasonable accommodation during the application or interviewing process.

Cariloop participates in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

In alignment with our core values, Cariloop provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. To learn more about how Cariloop creates an environment where people can be their true, authentic selves, click here.