User Support Specialist

Role overview 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.

Responsibilities - Manage incoming requests, balancing prompt replies with accurate records and clear communication. - Troubleshoot app, device, and account issues; identify causes and decide when to escalate. - 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.

Requirements - 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.

Benefits and work setup - 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.