Compass Experience Labs

Customer Support

• Provide customer service through phone, chat, email, and other support channels
• Respond to customer questions, concerns, and requests
• Assist customers with orders, products, accounts, and general inquiries
• Identify the best solution for each customer
• Handle customer concerns with empathy, patience, and a positive attitude
• Resolve issues while maintaining a high standard of customer experience
• Document customer interactions accurately in appropriate systems
• Follow established processes, policies, and service standards
• Collaborate with team members and other departments to resolve customer concerns
• Help create a friendly, positive, and memorable customer experience

Customer Service Associate

Call Center Representative

• Conduct proactive outbound calls to existing healthcare members to promote the online mobile app
• Educate members on app features and wellness benefits, including scheduling appointments, viewing test results, and medication reminders
• Guide members through the app download and registration process by phone
• Provide basic troubleshooting support
• Navigate sensitive health conversations with empathy, professionalism, and adherence to privacy standards
• Document interactions, download conversions, and member feedback in the healthcare CRM database
• Maintain compliance with HIPAA regulations and company quality metrics
• Act as a brand ambassador and digital guide to drive digital adoption

Outbound Call Center Agent

Account Executive

• Source and qualify new leads across target industries via email, LinkedIn, and phone outreach
• Own the full sales cycle from initial contact through pitching services, negotiating terms, and closing
• Build and manage a personal sales pipeline
• Maintain accurate, real-time data in HubSpot for forecasting and reporting
• Diagnose prospect needs and lead solution-based consultative sales conversations
• Develop deep knowledge of BPO services, including Customer Support, HR / Employee Support, and IT Help Desk
• Sell to practitioners, directors, and executive decision-makers
• Understand pricing and negotiate confidently to close profitable business
• Track industry, customer service technology, platform, and competitor trends
• Champion customer experience as a business growth engine
• Support sales operations through data management, reporting, and HubSpot maintenance
• Drive new revenue and contribute to client-base growth

Senior Sales Account Executive, BPO / CX Solutions

• Lead, coach, and motivate a team of Customer Service Associates
• Monitor team performance against customer service, productivity, quality, and operational goals
• Provide regular coaching, feedback, and performance support
• Conduct team huddles, one-on-ones, and performance discussions
• Monitor customer interactions for quality and adherence to service standards
• Assist agents with escalated or complex customer concerns
• Identify recurring customer issues and recommend solutions
• Work with Operations and other stakeholders to address service opportunities
• Ensure team members follow established processes, policies, and procedures
• Track attendance, productivity, quality, and other key performance indicators
• Recognize strong performance and create a positive team environment
• Support training, onboarding, and continuous development
• Model exceptional customer service and positive team culture

Customer Service Team Leader

Human Resources

• Architect and lead global HR operations
• Oversee high-volume recruiting and rapid onboarding across the US, LatAm, and the Philippines
• Execute performance management, compensation planning, and retention strategies for hourly, remote call center professionals
• Partner with operations and technology teams to integrate tools that streamline HR workflows
• Navigate international labor laws, payroll complexities, and cultural nuances
• Manage vendor relationships to ensure operational compliance across all operating regions
• Lead the evaluation, implementation, and optimization of HRIS tools
• Drive asynchronous communication best practices and remote engagement initiatives
• Build and shape the People function of a rapidly growing global BPO
• Serve as a trusted advisor to senior leadership

Global Head of Human Resources

Team Lead

• Oversee a remote team of outreach agents for a digital health rewards and mobile app adoption campaign
• Monitor live queues and agent call metrics
• Provide real-time coaching and run calibration sessions
• Ensure adherence to structured phone scripts, identity verification, HIPAA privacy disclaimers, and app installation coaching
• Assist with complex member inquiries, technical app troubleshooting, and sensitive patient escalations
• Track and analyze daily team statistics, including dials, talk time, and demo task conversion rates
• Provide actionable performance reports to operations management
• Ensure remote agents maintain technical uptime, stable home network connections, and smooth CRM navigation

Outbound Team Lead

• Conduct proactive outbound calls to existing healthcare members to promote the online mobile app
• Educate members on app features and wellness benefits, including appointment scheduling, test-result viewing, and medication reminders
• Guide members through app download and registration by phone
• Provide basic troubleshooting support
• Handle sensitive health conversations with empathy, professionalism, and strict adherence to privacy standards
• Document interactions, download conversions, and member feedback in the healthcare CRM database
• Maintain HIPAA compliance and meet company quality metrics