Customer Support & Enablement Specialist

How Will You Help US Build the Company?

Support & Troubleshooting

• Act as the primary support contact and manage Intercom Livechat to address inbound product navigation and usage questions.
• Provision and manage user accounts and permissions
• Assign and refresh sales territories for new and existing users
• Triage inbound issues and escalate the right ones to engineering or CS with clear repro steps (Jam/Loom, logs, screenshots)
• Investigate and resolve billing/invoicing discrepancies, looping in finance as needed

Enablement & Content

• Own and grow our Intercom instance beyond chat. Today it's live conversations only. You'll evaluate, configure, and roll out the parts of the platform we're not using yet (help center/knowledge base, workflows and automation, the resolution bot) to cut down repetitive tickets and give customers more ways to self-serve.
• Deliver one-off training for new or stuck users.
• Build out a knowledge base covering the most common questions so customers can self-serve.
• Partner with product marketing on customer-facing content

What's the Ideal Background?

• You've supported B2B SaaS customers directly: 1-3 years in customer support, support ops, or technical support, ideally at a B2B SaaS company - you know what a good ticket queue looks like and what a bad one feels like.
• You've configured a support platform, not just worked inside one: hands-on experience setting up a tool like Intercom or Zendesk, help centers, macros, workflows, or bots, rather than only answering tickets in it.
• You write and troubleshoot clearly: you can turn a messy bug report into a clean, reproducible ticket, and explain a fix to a non-technical user without losing them.
• You build repeatable systems: you're as energized by writing the FAQ that prevents twenty future tickets as you are by solving the one in front of you.
• You pick up new tools fast: Intercom is your home base, but you don't need hand-holding to learn the next platform.
• Bonus points if you've administered Intercom specifically (Fin/resolution bot, product tours, workflows), worked in healthcare, life sciences, or health-tech SaaS, or been part of a fast-paced startup.

Are You a Good Fit?

At our stage, how you operate matters more than what you'll do day-to-day. We're looking for strong alignment with our four core values:

• Effort on our inputs: We prepare diligently, leave it all on the "field," and move on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company.
• Earn Trust: We keep our commitments to our customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully. We strive to demonstrate empathy, inclusion, and intellectual honesty.
• We are a Learning Organization: The only sure path to continuous improvement is a hypothesis-driven approach that prioritizes focus, decisive experimentation, rapid learning, and iteration. We expect low ego and a high degree of collaboration to enable us to find the right answer as quickly as possible.
• “Top Right” is the Expectation: We hire and reward driven, innately curious individuals who work hard to gain a deep understanding of our market, their craft, and the outcomes we strive to deliver for our partners.

What Can You Expect from Us?

• Fully covered healthcare, plus vision, dental, and 401k
• Remote-first culture with quarterly onsites - we stay in nice hotels and eat well
• Generous budget for learning, development, and tools that make you more effective
• You will feel heard. You'll hear “Yes, let's do that” - and then have the opportunity to execute

What's Our Interview Process?

• Intro call with our Head of People Ops. We'll discuss what you're looking for in your next chapter and answer your initial questions.
• Background Deep Dive with one of our team members, going deeper on the specifics of your experience and how this role impacts MedScout.
• Practical exercise where we get to see your work in action with some of our team members.
• Values Interview: A meeting with 3 members of the cross-functional team to learn more about how we're living out our values and what they mean to you.