Senior Support Representative

Summary

Join Healthie's support team as a Senior Support Representative and provide exceptional customer support via email, troubleshooting issues, documenting feature requests, and analyzing customer data. This full-time, remote position requires 5-8 years of experience in similar customer-facing roles at a SaaS business, excellent writing skills, and a strong technical understanding. You will collaborate with the team to improve customer experience and contribute to Healthie's success. The role offers a salary range of $70,000-$93,000 and a supportive, collaborative work environment. The position is remote, with a Monday-Friday schedule (10 am-6 pm EST). Healthie is committed to equal employment opportunity.

Requirements

• 5-8 years of experience working in similar customer-facing roles at a software as a service business
• Confidence with queue work
• Excellent writing skills
• Strong foundational understanding of 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
• Be more technical than the typical support professional
• Organized and self-directed
• Ability to work autonomously
• Great problem-solving skills
• Well-versed in Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic
• Full-time availability
• U.S. work authorization
• Fluent in English (speaking and writing)

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

Experience working at a healthcare technology company

Benefits

• Salary range: $70,000 - $93,000
• Remote position
• Monday-Friday, 10am-6pm EST schedule