Senior Support Representative

Summary

Join Healthie as a Senior Support Representative and provide exceptional product support and after-sales follow-through to customers. This is a full-time, remote position located in the CST time zone, working Tuesday-Saturday. The core responsibility is providing customer support via email, troubleshooting bugs, documenting feature requests, analyzing customer data, and assisting customers with product onboarding. Collaboration with the team to elevate customer feedback is also expected. The ideal candidate has 5-8 years of experience in similar customer-facing roles at a SaaS business, is a strong writer, and possesses a technical understanding of various software and systems. The salary range is $70,000-$93,000.

Requirements

• 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. We use Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic to help serve our customers
• 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 Tuesday - Saturday, 9am - 5pm CST
• 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

• Experience working at a healthcare technology company
• Have 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