User Support Specialist

About the Role

We're looking for a User Support Specialist who brings empathy, clear communication, and strong problem-solving skills to help our members. Reporting to the Senior Manager of User Support, you will balance email and phone requests, investigate complex member issues, and help guide escalations to the right resolution. This role is a great fit for someone who takes pride in excellent service, enjoys solving challenging problems, and wants to help make support better for both our members and teammates.

Responsibilities

• Manage our support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience.
• Investigate app, device, and account issues to find the cause, solve problems, and determine when more help is needed.
• Meet team goals for response times, member satisfaction, and ticket quality while solving issues quickly and accurately.
• Take ownership of support requests through resolution, effectively managing open tickets, tracking next steps, and proactively keeping members in the loop.
• Help members through difficult or sensitive situations with empathy, patience, and good judgment.
• Recognize issues that may affect multiple members or need further investigation, gather the key facts, and escalate them to the right team.
• Work closely with teammates and other departments, share clear updates, and raise concerns early when something could delay a resolution.
• Protect member information by following HIPAA guidelines and Hello Heart security policies.
• Stay current on product changes, identify common member challenges, and suggest ways to improve the member experience and support processes.
• Use approved AI tools to improve your own work and team processes. Check AI results for accuracy and protect private information.

Qualifications

• Prior experience in customer support or technical support.
• Strong written and verbal communication skills, including the ability to explain technical issues in simple terms.
• Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when work gets busy.
• Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help.
• Experience using Zendesk or another customer support system.
• Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work, with an interest in learning new ways to use them.
• A quiet, private workspace that protects healthcare information.

Compensation

The US base salary range for this full-time position is $60,000 to $72,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only and do not include equity or benefits. #LI-DNP

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.