---
title: 'Technical Customer Care Representative at HHAeXchange'
canonical: 'https://feeny.ai/job/technical-customer-care-representative-hhaexchange-minneapolis-2kt3xhmw03xf'
type: 'job'
last_seen: '2026-09-09'
---

# Technical Customer Care Representative at HHAeXchange

- **Company:** HHAeXchange
- **Location:** Minneapolis, MN
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-07-21
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/hhaexchange/128bf96b-f967-405c-8f05-a3a329f01205

## Job description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are seeking motivated, multi-talented and bilingual individuals with strong client service and technical skills to join our Customer Care team as Technical Customer Care Representatives in Minneapolis, MN office location. We are currently interviewing applicants for our next Technical Customer Care Representative cohort starting October 12, 2026 in our Minneapolis, MN office location. Spanish speaking representatives a huge plus! Prior experience with the HHAeXchange mobile app or providing end-user technical software support is required. As a key member of the team, you will be proactive, show initiative, have exceptional communication skills and a strong customer mindset, together with the ability to diagnose the origins of both technical, as well as user issues to our new and existing customers. This is a critical role that supports and interacts directly with our Home Health Agency clients. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

- Provide technical assistance to customers via multiple channels (i.e., phone, email, chat) in a courteous and professional manner, putting the customer experience at the forefront of all interactions.
- Ask discovery questions to understand and analyze customer challenges and determine the best course of action for a fast and smooth resolution.
- Clearly articulate resolution paths to customers, both in technical and non-technical terms to help customers maximize their usage of the HHAeXchange platform while providing education to mitigate future outreach for the same topic, along with clear and concise follow ups to drive usage of self-service methodologies.
- Escalate tickets to supervisors and technical support engineers when a bug, defect, or other complex issue is identified, as appropriate.
- Documentation of all customer interactions in Salesforce Service Cloud.
- Work with Quality Assurance to improve skills and personal CSAT scores.
- Punctual, reliable, and consistent attendance
- Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.

Other Job Duties

- Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

- None

Required Education, Experience, Certifications and Skills

- 2+ years of technical customer support experience in a SaaS environment
- Must be fluent speaking and communicating in English, bilingual in Spanish a plus.
- Experience supporting customers in a B2B environment strongly preferred.
- Demonstrated experience in providing high-quality and customer-focused technical support.
- Strong and professional communication skills, both written and verbal, with the ability to clearly explain complex concepts in a concise and straightforward manner.
- Strong problem-solving skills and ability to “think on your feet.”
- Collaborative team player with an empathetic and customer-centric mindset
- Ability to remain calm, composed, and articulate when dealing with tough customer situations.
- A self-starter with a strong sense of ownership who thrives in a fast-paced environment.
- Experience with SMB preferred.
- Experience supporting software that offers a freemium platform a plus.
- Strong organizational skills and attention to detail
- Ability to work assigned shifts including Saturday or Sunday, if applicable, from our Minneapolis, MN location

The base wage range for this US-based, full-time, and non-exempt position is $24.00-$28.00/hour. An employee’s exact starting wage will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. In addition, Technical Customer Care Representatives are eligible for a shift premium for qualifying hours. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs. HHAeXchange is an equal opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

## About HHAeXchange

## Company Overview
- **One-liner**: HHAeXchange provides a homecare management software platform that connects providers, payers, and members to streamline Medicaid long-term services and supports (LTSS).
- **Entity Type**: Private (Private Equity‑backed; last round led by Hg in 2021)
- **Headquarters**: New York, NY, USA
- **Founded**: 2008
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Healthcare IT, Homecare Management Software, Medicaid LTSS Technology
- **Target customers**: B2B – homecare agencies, managed care organizations (MCOs), state Medicaid programs, and self‑direction service providers
- **Mission / purpose**: “Help make homecare better for everyone” by enabling aging and disabled individuals to thrive in their homes and communities

## Products & Services
- **HHAeXchange Platform** (SaaS): End‑to‑end homecare management solution covering scheduling, billing, EVV (Electronic Visit Verification), compliance, and analytics. Acts as a single source of truth connecting providers, payers, and members.

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Annual revenue of **$35.4M** (latest estimate); total funding not publicly itemized across multiple PE rounds (led by Wincove, Cressey & Company, Hg)
- **Notable Investors / Partners**: Hg (lead in 2021), Wincove (2014), Cressey & Company (acquired majority stake in 2019). Partners include HCP (integration partnership announced 2022).
- **Growth Signals**:
  - Named to Inc. 5000 list of fastest‑growing private companies for ten consecutive years
  - Headcount grew ~21.6% YoY (453 employees per LinkedIn data; Built In reports 502)
  - Aggressive acquisition strategy: acquired Cashé Software (Jun 2024), Generations Homecare System (Jul 2024), and Sandata (Oct 2024)
  - Expanded executive team with new CHRO and CRO in early 2025

## Competitive Advantages
- **End‑to‑end coverage**: Only platform that fully integrates provider, payer, and member workflows for Medicaid LTSS – a complete view not offered by many competitors.
- **Network effects**: Large installed base (thousands of agencies, multiple state Medicaid programs) creates switching costs and data network effects.
- **Regulatory alignment**: Deep expertise in EVV and Medicaid compliance, making the platform “sticky” for government‑contracted providers.
- **Recent acquisitions**: Adding self‑direction (Annkissam), billing (Cashé), and broader homecare capabilities (Generations, Sandata) to widen the moat.

## Strategic Focus
- Continue expanding through M&A to build the most comprehensive homecare management ecosystem.
- Enhance data insights and interoperability across payers, providers, and state systems.
- Scale headcount and go‑to‑market capabilities (notably adding sales and customer success roles).

## Why Work Here
- **Culture**: Emphasizes core values **Achieve, Grow, Collaborate, Support**. Offers on‑the‑spot rewards, mental health initiatives, cultural celebrations, and employee inclusion events.
- **Work policy**: Primarily on‑site (New York HQ, plus offices in Miami, Minneapolis, Frisco, TX). Some roles posted as “In‑Office or Remote” – check specific listings.
- **Benefits**: Performance bonuses, generous parental leave, dental/health insurance, Flexible Spending Account (FSA), tuition assistance, and diversity‑based Employee Resource Groups (ERGs).
- **Engineering culture**: Growing tech team (99 technical staff) with stack including Ruby on Rails; opportunities to work on platform data insights and integration projects.
- **Impact**: Directly improve the lives of aging and disabled individuals – a mission‑driven environment.
- **Recent employee ratings** (242 reviews): Overall 2.8/5.0 (Work‑Life 2.8, Compensation 3.1, Culture 2.7, Career 2.6) – indicates room for improvement, but typical for a fast‑growing PE‑backed company.

## Sources
1. [HHAeXchange Careers Page (Lever)](https://jobs.lever.co/hhaexchange)
2. [HHAeXchange Official Careers Page](https://www.hhaexchange.com/careers)
3. [LinkedIn Company Profile](https://linkedin.com/company/hhaexchange)
4. [Built In NYC Company Profile](https://builtin.com/company/hhaexchange)

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