Customer Support Specialist (Customer Champion)

$65,000 - $80,000 yearly
  • Healthie
  • Remote
  • Oct 13, 2021
Individual Contributor Full Time Customer Support Remote - US

Job Description

Thousands of businesses use Healthie's software every day to help their clients live healthier lives, rooted in prevention and long-term care. As a technical support specialist, you're at the heart of what drives us - helping our customers find success on our platform so that they can better help their clients.

You'll have a substantial impact on the company and our mission in a number of ways:
*Help our providers (and their clients) learn the best ways to use Healthie
*Serve as a customer advocate to Healthie's Product Team
*Build processes & operations to refine our internal systems

Our ideal hire believes in the value of delivering exceptional technical support experience and is eager to contribute to the success of our customers. As someone who is first in line to help current and prospective customers, your understanding of the product will be incredibly valuable.

Day to day

You will work out of our main support queue, as our entire team does, to answer questions via e-mail and chat. You'll also have a Calendly link to support customers on Zoom meetings as needed.

You'll become an expert in all areas of the product and help our team troubleshoot potential bugs, document feature requests, update FAQ articles, and escalate inquiries to the rest of our support team accordingly.

  • This a full-time, remote position. You're someone who thrives working autonomously and independently.
  • This role will require 4 hours of work on weekends. We can discuss specifics based on your preferred schedule, and can adjust weekday work accordingly.
  • We're offering between $65,000 - $80,000 USD per year for this role, depending on your prior experience, including in leadership or management capacities.

Career Growth Opportunities

There is strong opportunity for career growth stemming from experience as a technical support specialist, as you wil lbe sitting at the intersection of Customer Success, Product, Marketing, and Sales. As you excel in your role, we will find opportunities for advancement in any number of our departments as we continue to scale out our core team.

About You

  • You take initiative and ownership to see things through
  • You care about people - your colleagues, our customers, and everyone around you.
  • You see patterns and take initiative 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
  • Your former colleagues and managers would say that you are trustworthy, empathetic, and a team-player
  • You are an incredible written communicator, fluent in written English.
  • You're a problem solver who can dig deep, but know how to ask for help, to uncover solutions.
  • You have experience working in Support or Success at a growing startup. You are passionate about support and why it's an integral part of company success
  • You have built out customer success operations for a startup before