Customer Support Specialist

Job Title: Customer Support Specialist

Hiring Manager: Director of Customer Support

Healthie offers infrastructure for next generation digital health organizations that provide virtual-first care. Our API-first and fully brandable suite of solutions - scheduling software, EMR, coaching tools, and client engagement - enables healthcare builders and providers to launch and scale best-in-class experiences for their members. Our customers include prominent digital health companies that have raised $2B+ in venture capital and range from 5-person startups to multi-billion-dollar companies. In partnership with Healthie, they care for patients across the full spectrum — from preventative health & wellness to complex chronic care management, for millions of patients. Learn more about Healthie at: https://gethealthie.com

As a Customer Support Specialist, you will be an advocate for our clients to ensure they get the most out of using the Healthie platform. In this role you will work closely with our support team to quickly and efficiently identify, solve, or properly direct our clients' questions and concerns. We are looking for highly collaborative team players who are excited about growing a career within a rapidly growing company. 

This role will require availability to work rotations on weekends with a flexible comp day to offset weekend coverage. We provide support M-F 9am-5pm ET and Weekends 9am-1pm ET. This candidate should be open to flexible hours which include weekends.

This is a full-time position, reporting to the Director of Customer Support

Location: Remote. Must reside in the United States. 

• Work out of our main support queue to answer questions via email
• Document feature requests for the Product team
• Collaborate on or update FAQ articles and internal process documentation
• Troubleshoot and report potential bugs
• Escalate inquiries to the technical support engineers accordingly
• Meet or exceed performance expectations based on key performance indicators like first reply, handle time, and number of replies

• 1-2 years of customer support for technical or SaaS startups
• 2-3+ years of customer support or customer service
• Experience providing customer support from a remote office environment
• Proficiency with ticket management systems
• Strong writing skills and expert communicator in both small-talk & high-pressure moments
• Bonus: HelpScout
• Bonus: B2B SaaS
• Bonus: Healthcare experience

• You take the initiative to see things through.
• You care about people - your colleagues, our customers, and everyone around you.
• You see patterns and have strong ownership to bring work to completion. For example, if a customer inquires about an issue, in addition to answering the question, you share feedback with our product team, update our FAQ guide, and take other relevant action.
• True team player. Open to accepting feedback to ensure the team’s success. 
• You are a problem solver who can dig deep, but know how to ask for help, to uncover solutions.
• You are passionate about Support and why it's an integral part of company success.

This is an entry-level role with opportunities for advancement based on performance. Salary starting at $58,500, depending on experience.

There is a strong opportunity for career growth stemming from experience as a customer support specialist, as you will be sitting at the intersection of Customer Success, Product, Marketing, and Sales. As you excel in your role, we will find opportunities for advancement as we continue to scale out our company. 

• Introductory call with People team member (15 mins)
• Call with Director of Support (30 min)
• Take Home Assignment: we'll ask you to respond to x3 simple support-style prompts to showcase your writing skills
• Group call with other Support and Tech Support Engineering team members (45 mins)
• Call with our COO (20 min)
• Call with our CEO (20 min)
• Reference check (x2 previous managers, preferred)

Healthie offers a full slate of benefits, including:

• Competitive salaries
• Stock options
• Health insurance coverage (medical, dental, vision)
• Life and disability coverages
• FSA and HSA
• Unlimited vacation time
• 401(k) plan with company matching
• Parental leave program
• Learning & development stipends
• Fitness membership budget
• Co-working space budget
• New work laptop
• Home office equipment stipend
• Nutritional coaching