Customer Support Specialist

Role overview Help customers resolve issues with a healthcare product suite used in specialty pharmacy operations. The role manages incoming questions and service requests, coordinates complex cases with internal teams, and turns customer feedback into insights that can improve the product experience.

Responsibilities - Triage, prioritize, and resolve customer requests received through support tickets and phone calls. - Keep customers informed and follow through with timely, empathetic responses. - Coordinate with support colleagues and partner teams to address complex issues and provide updates. - Categorize requests and feedback to identify recurring problems and opportunities for product improvement. - Build expertise in pharmacy management workflows and the product so you can guide and educate users.

Requirements - Three or more years of specialty pharmacy operations experience or a closely related background. - Comfort using pharmacy management and electronic medical record systems, and ability to learn new tools quickly. - Clear verbal and written communication skills, with the ability to build rapport with customers and colleagues. - Strong organization and prioritization when request volume or urgency changes quickly. - Calm, empathetic, solutions-focused approach to stressful customer situations. - Motivation to resolve issues efficiently, recognizing their potential impact on patient care; comfort handling inbound customer calls.

Nice to have - Experience with the specific pharmacy platform used by the team.

Benefits and work setup The expected full-time starting base salary is $63,000. Actual compensation depends on experience, knowledge, and skills; additional compensation elements, equity, paid time off, and benefits may be included.