Senior Support Representative

Summary

Join Healthie's support team as a Senior Support Representative and provide exceptional product support and after-sales follow-through to customers. This remote, full-time position (PST) involves primarily providing customer support via email, troubleshooting bugs, documenting feature requests, analyzing customer data, and assisting customers with product onboarding. You will also occasionally handle customer inquiries via phone. The ideal candidate possesses 5-8 years of experience in similar customer-facing roles within a SaaS business, strong technical skills, excellent writing abilities, and a proactive problem-solving approach. Healthie offers a supportive environment focused on customer satisfaction, without quotas or unnecessary processes. The salary range is $70,000-$93,000.

Requirements

• Have 5-8 years of experience working in similar customer-facing roles at a software as a service business
• Be confident with queue work
• Have a unique toolkit that would allow you to get up-to-speed quickly
• Be an excellent writer
• Be organized and self-directed
• Thrive in an environment where you can do great work independently
• Enjoy working autonomously and not need much oversight to get things done
• When you don’t know something, try to figure it out. Ask good questions, and embrace the chance to grow and get better
• Be a great problem-solver with the ability to process and resolve issues quickly
• Be well-versed in the tools of the trade: Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic
• Want to be part of our support team for a while, and be excited to continue to sharpen your skills in a customer-facing position
• This is a full-time, remote position and U.S. work authorization is required
• This job is Monday-Friday, 9am - 5pm PST
• Be fluent English speakers/writers

Responsibilities

• Provide fast and painless customer support via email
• Troubleshoot potential bugs
• Document feature requests
• Analyze customer data
• Help customers get started with the product
• Collaborate with the rest of the team to elevate the voice of the customer at Healthie
• Hop on the phone every now and then to get customers the help they need when they need it

Preferred Qualifications

• Have experience at a healthcare technology company
• Consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on, billing and invoicing, modern browsers (plus developer tools) and mobile operating systems, email deliverability, DNS records, reading log files of any kind

Benefits

The salary range is $70,000 - $93,000