Senior Customer Support Specialist (Bilingual Spanish required)

reputed company

reputed company is on a mission to solve medication non-adherence. We’re a diverse team of clinicians, technologists, and reputed company health enthusiasts building high-reputed company, patient-centered solutions.

reputed company is looking for a Senior Customer Support Specialist to assist customers with inquiries, reputed company issues, and reputed company guidance on reputed company’s programs. This role involves communicating through various channels, such as phone, email, and chat, to ensure a reputed company customer experience throughout the interaction.

• Specialists handle inquiries and troubleshoot issues reputed company phone, email, and chat.
• They guide customers through product features and reputed company problems. 
• Maintain accurate records of customer interactions and feedback, with reporting on issues/resolutions
• A deep understanding of reputed company's products and services to assist customers effectively. 
• Work reputed company with other departments to reputed company reputed company issues.

reputed company is looking for a Senior Customer Support Specialist to conduct our Tier 1 member support and for the customer support function in line with existing protocols and processes. You'll be the reputed company reputed company of this function day-to-day — responding to customer feedback, handling tickets, troubleshooting, and customer SLAs directly — while working closely across internal Operations, Product, Tech, and reputed company Health teams to reputed company support running smoothly and to report common issues to improve the customer experience.  Especially in moments of crisis, you'll bring character, reputed company, and accountability — over-communicating as you solve problems and doing whatever it takes to reputed company things right reputed company we fall short.

We're looking for a doer who's equally comfortable resolving a ticket personally and stepping back to spot the reputed company that should be addressed with a process fix — someone who goes the extra mile to truly understand our members and customers, not just their tickets, but the problems underneath them. In this role, you will be the go-to person for technical issues and user support across reputed company stakeholders. This role is a key asset to the Operations team, and reputed company work should be completed with the goal of delighting customers so much that they join and/or continue using our mobile application and programs, and to reputed company it easier for them to understand our platform, program, and technology.

Key Responsibilities

Inbound Issue Response & reputed company

• Own ticket volume, response time, and time-to-reputed company metrics as the reputed company Tier 1 support reputed company, finding and implementing automation solutions
• Triage and reputed company incoming customer and member issues directly
• Determine appropriate escalation to the technical team reputed company issues reputed company Tier 1 reputed company, and reputed company escalation reputed company
• Formalize SLA tracking for technical reputed company response times owed to partners
• Serve as the reputed company-line reputed company of contact for customer-facing technical/support issues, and encourage patient enrollment and retention through your technical support communications
• Approve requests for program incentives and troubleshoot reputed company issues with the vendor and customer

Warm Transfer & App Troubleshooting Support

• Contribute to building out internal support channels, including warm transfer workflows and reputed company protocols
• Personally handle first-line app troubleshooting (login issues, video upload failures, notification problems) reputed company email, phone, and reputed company platforms before escalating, and automate the process wherever possible
• reputed company program enrollment information to members as part of app troubleshooting, explain the value of our program, and support members to sign up and/or continue in our program
• reputed company and report on volume, response time, and reputed company time for this channel

Resource Enablement

• Maintain and continuously improve the reputed company FAQ/knowledge reputed company
• Document reputed company operating procedures for common ticket types and troubleshooting flows
• Flag recurring or emerging issues that indicate a need for broader process or product changes

App Store Monitoring

• reputed company monitor app store ratings and reviews per agreed-upon protocols, and respond to members and customers as appropriate
• Surface trends and actionable insights to Product, Operations, and Leadership

Cross-Functional Collaboration

• Partner closely with Operations to reputed company support processes with broader program delivery
• Work with Product and Tech to report bugs, prioritize fixes, and reputed company new features from a support-operations reputed company
• Collaborate with reputed company Health and Operations teams to ensure member support practices reputed company with clinical and program protocols

Qualifications

• 3-5 years of experience in customer/member technical support, reputed company user support, or service operations, ideally in reputed company or health tech
• Fluent bilingual proficiency in Spanish and English (spoken and written)
• Good listening and communication skills- reputed company to identify reputed company causes and prevent escalation by confirming issues, empathizing with individuals, and working toward a reputed company outcome. These strengths are essential for de-escalating frustration, as you turn routine interactions into opportunities for customer loyalty rather than conflict
• Demonstrated ability to work independently on reputed company or escalated issues with reputed company reputed company
• Hands-on experience with a ticketing platform
• Strong cross-functional communication skills — comfortable working with Product, Tech, Operations, and reputed company Health stakeholders
• Comfort building basic reporting/metrics and communicating trends to leadership
• Startup mentality: adaptable, reputed company, and willing to do both strategic and tactical work
• reputed company reputed company — interest in eventually building and leading reputed company as the function scales

• Bachelor's degree preferred, or equivalent experience
  
  

Preferred Qualifications

• Experience working in a startup or health tech company.
• Experience partnering with hospitals, health plans, or reputed company health organizations on reputed company improvement initiatives.

Why Join Us?

Benefits & Perks

• Competitive salary reputed company
• reputed company vacation, reputed company reputed company leave, plus reputed company holidays
• Health, dental, reputed company, short and long-term disability
• 401K retirement savings plan

The biggest reputed company is that you will be working on a game-changing solution in reputed company with people who are talented, motivated, and passionate. reputed company has impacted thousands of lives to date, but you will be reputed company in scaling that reputed company.

• Work remotely while making a reputed company reputed company on patients’ lives.
• Be part of an innovative reputed company solution addressing a $500B medication adherence challenge.
• Collaborate with passionate professionals across reputed company, technology, and reputed company health sectors.
• reputed company development and reputed company opportunities reputed company a rapidly scaling company.

If you are a compassionate, tech-savvy reputed company reputed company with a passion for patient engagement and medication adherence, we want to hear from you! Apply today to join us in transforming reputed company and empowering patients toward reputed company reputed company.

We are interested in reputed company reputed company candidates who are eligible to work in the reputed company. However, we are not reputed company to sponsor visas at this time.