Support Specialist

Summary

Join House Rx as a Customer Support Specialist and help make specialty medications more accessible and affordable. You will play a key role in supporting customers post-launch, organizing, triaging, and resolving their requests. Collaborate with engineering, clinical operations, and customer success teams to ensure timely resolutions and positive customer experiences. Communicate effectively with customers, categorize support requests, and become a subject matter expert on the House Rx system. This role directly impacts patient care, requiring efficient problem-solving and a calm, empathetic approach. House Rx offers a fully remote work environment, flexible hours, generous parental leave, and comprehensive benefits.

Requirements

• Positive and collaborative problem-solver with a passion for working with customers to improve their experience
• Clear communicator (verbal and written) who is able to build a positive rapport with customers and team members in various roles
• Well organized under pressure and able to effectively prioritize requests that may fluctuate rapidly in both scope & quantity
• Maintain a calm, empathetic and solutions-oriented approach when stressful situations arise
• Has a clear understanding that the outcomes of the role directly impact patient care, and is motivated to solve customer issues efficiently and quickly

Responsibilities

• Triage, prioritize, and resolve incoming support tickets and phone calls from customers, utilizing our support management platform, while proactively communicating with the support team to ensure timely updates, efficient collaboration, and resolution of complex issues
• Communicate in a responsive and empathetic manner with our customers, ensuring requests are followed up on and resolved in a timely manner
• Categorize support requests and customer feedback to help surface larger themes and areas for improvement that would enhance our customers’ product experience
• Become a subject matter expert of the House Rx pharmacy management system and workflows in order to best support and educate users on our products and services

Benefits

• Flexible work hours and flexible paid time off
• Generous parental leave
• Comprehensive healthcare, vision and dental benefits
• Competitive salary and equity stake