Revolutionizing the healthcare provider-patient visit.
Customer Support Lead
Location
United States
Posted
17 days ago
Salary
Not specified
Job Description
Job Requirements
- 5+ years in customer support operations
- Technical troubleshooting expertise
- Healthcare or healthcare IT experience: Understanding of clinical workflows, EHR systems, and patient care environments
- Metrics-driven approach: Experience defining, tracking, and improving support KPIs (MTTR, CSAT, NPS, ticket backlog, etc.)
- Ticketing systems: Deep experience with Zendesk, ServiceNow, Jira Service Desk, or similar platforms
- Data analysis: Proficient in Excel/Google Sheets; comfortable creating dashboards and analyzing trends
- Technical acumen: Ability to communicate technical concepts clearly
- Documentation tools: Experience building knowledge bases, troubleshooting guides, and self-service resources
- Crisis management: Stays calm under pressure; makes sound decisions when stakes are high
- Communication: Excellent written and verbal skills; can explain complex technical issues to non-technical audiences
- Empathy: Deep appreciation for user frustration; committed to user success
- Bias toward action: Moves quickly to solve problems while building sustainable solutions
- Adaptability: Thrives in ambiguity; comfortable with rapid change and evolving priorities
Benefits
- Our commitment to diversity & inclusion
- Professional development opportunities
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