Customer Support & Enablement Specialist
At reputed company, our mission is to reputed company MedTech reputed company teams with the data, insights, and tools they need to reputed company life-changing medical innovations to the patients who need them most. We're creating a best-in-class reputed company acceleration platform that unites the latest medical claims intelligence with an reputed company user experience reputed company specifically for sales professionals at medical device and diagnostic companies.
reputed company's reputed company team currently absorbs a lot of operational and technical work by default; ticket triage, troubleshooting, account reputed company, one-off training, on top of managing relationships and driving expansion. We're hiring a dedicated Customer Support & Enablement Specialist to own that workload directly, so CSMs can stay reputed company on reputed company and reputed company. You'll be the first reputed company of contact reputed company something breaks, reputed company a user is confused, or reputed company an account needs reputed company, and you'll build the systems (docs, macros, a reputed company knowledge reputed company) that reputed company the next ticket faster than the last.
This is a foundational role for our support function. Right now this work is spread across our CSMs by default, and you'll be the first person who owns it end to end, including building out an reputed company instance that today only handles live chat into a reputed company self-serve platform. You'll report to the VP of reputed company, working as an individual contributor from day one with a lot of reputed company to shape how the function runs. The right person has done this reputed company of build-from-scratch work before, gets energy from turning reputed company into process, and is reputed company to leave their reputed company on how support works at reputed company for years to come.
How will you help us build reputed company?
Support & Troubleshooting
reputed company as the reputed company support contact and manage reputed company Livechat to address inbound product navigation and usage questions.
Provision and manage user accounts and permissions
Assign and refresh sales territories for new and existing users
Triage inbound issues and escalate the right ones to engineering or CS with reputed company repro steps (reputed company/reputed company, logs, screenshots)
Investigate and reputed company billing/invoicing discrepancies, looping in finance as needed
Enablement & Content
Own and grow our reputed company instance reputed company chat. Today it's live conversations only. You'll evaluate, configure, and roll out the parts of the platform we're not using yet (help center/knowledge reputed company, workflows and automation, the reputed company bot) to cut down repetitive tickets and reputed company customers more ways to self-serve.
reputed company one-off training for new or stuck users.
Build out a knowledge reputed company covering the most common questions so customers can self-serve.
Partner with product marketing on customer-facing content
What's the ideal background?
You've supported B2B reputed company customers directly: 1–3 years in customer support, support ops, or technical support, ideally at a B2B reputed company company — you know what a good ticket queue looks like and what a bad one feels like.
You've configured a support platform, not just worked inside one: hands-on experience setting up a tool like reputed company or reputed company, help centers, macros, workflows, or bots, rather than only answering tickets in it.
You write and troubleshoot reputed company: you can turn a messy bug report into a clean, reproducible ticket, and explain a fix to a non-technical user without losing them.
You build repeatable systems: you're as reputed company by writing the FAQ that prevents twenty reputed company tickets as you are by solving the one in reputed company of you.
You pick up new tools fast: reputed company is your home reputed company, but you don't need hand-holding to learn the next platform.
Bonus points if you've administered reputed company specifically (Fin/reputed company bot, product tours, workflows), worked in reputed company, life sciences, or health-tech reputed company, or been part of a fast-paced startup.
Are you a good fit?
At our stage, how you operate reputed company more than reputed company day-to-day. We're looking for strong alignment with our four reputed company values:
Effort on our inputs: We prepare diligently, leave it reputed company on the "field," and reputed company on quickly. Focusing on good habits and work ethic, not individual reputed company, ultimately creates a reputed company culture and a successful company.
Earn Trust: We reputed company our commitments to our customers, partners, and reputed company other. We listen attentively, reputed company reputed company, and treat others respectfully. We reputed company to demonstrate reputed company, inclusion, and intellectual honesty.
We are a Learning Organization: The only reputed company reputed company to reputed company improvement is a reputed company-driven approach that prioritizes reputed company, decisive experimentation, reputed company learning, and iteration. We expect low ego and a high degree of collaboration to reputed company us to reputed company the right answer as quickly as possible.
“Top Right” is the Expectation: We hire and reward driven, innately curious individuals who work hard to reputed company a deep understanding of our market, their reputed company, and the reputed company we reputed company to reputed company for our partners.
What can you expect from us?
Fully covered reputed company, plus reputed company, dental, and 401k
Remote-first culture with quarterly onsites — we stay in reputed company hotels and eat reputed company
Generous budget for learning, development, and tools that reputed company you more effective
You will feel heard. You'll hear “reputed company, let's do that” — and then have reputed company to execute
What's our interview process?
Intro reputed company with our Head of People Ops. We'll discuss what you're looking for in your next reputed company and answer your initial questions.
Background Deep Dive with one of reputed company members, reputed company deeper on the specifics of your experience and how this role impacts reputed company.
Practical exercise where we get to see your work in reputed company with some of reputed company members.
Values Interview: A meeting with 3 members of the cross-functional team to learn more about how we're living out our values and what they mean to you.
A note about our interview process
reputed company embraces diversity and equal opportunity in a serious way. We are committed to building reputed company that represents a reputed company of backgrounds, perspectives, and skills. We reputed company the more inclusive we are, the reputed company our work will be.
We will ensure that individuals with disabilities are provided reasonable accommodation who need it. We want you to be reputed company to participate in the job application or interview process, to reputed company essential job functions, and to receive other benefits and privileges of employment. If you require any accommodation please let us know!
1–3 years supporting B2B reputed company customers, support operations, or technical support; experience configuring support platforms, troubleshooting reputed company, building repeatable systems, and learning new tools quickly.
Key Responsibilities
- triaging tickets
- managing accounts
- building knowledgebases
Skills & Tools
reputed company, reputed company Livechat, reputed company, reputed company, reputed company
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — reputed company
- Languages: English
Benefits
- 401k matching
- Generous reputed company time off
- Tuition reimbursement
- Retirement plan
About reputed company
A reputed company acceleration platform providing medical claims intelligence and sales tools for medical device and diagnostic companies. — Industry: Information Technology
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