User Support Specialist

Help members resolve questions and technical problems with a digital health service. You’ll handle support requests by phone and email, investigate issues, and coordinate with other teams when a case needs further attention.

• Manage incoming requests, balancing prompt replies with accurate records and clear communication.
• Troubleshoot app, device, and account issues; identify causes and decide when to escape.
• Own cases through resolution, track follow-up steps, and keep members informed.
• Respond to sensitive situations with patience and sound judgment.
• Spot recurring or widespread problems, gather useful details, and share them with the appropriate teams.
• Protect health information, stay current on product changes, and suggest improvements to support practices.

• Previous customer or technical support experience.
• Clear written and verbal communication, including the ability to explain technical issues simply.
• Strong troubleshooting, organization, and attention to detail, including during busy periods.
• Experience with a customer support platform such as Zendesk.
• Experience using AI tools to support daily work, with care to verify their output and protect private information.
• A quiet, private workspace suitable for handling healthcare information.

• Full-time position with a stated US base salary range of $60,000–$72,000; the range reflects salary only and excludes equity and benefits.
• The role requires following healthcare privacy and security practices.