Novellia

Product and User Operations Specialist

Novellia

full-time

Posted on:

Location Type: Remote

Location: Remote • New York • 🇺🇸 United States

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Job Level

Junior

About the role

  • Manage and evolve our user support process, ensuring every user gets a fast, clear, and thoughtful resolution to their issues or feedback.
  • Collaborate with Product and Engineering to resolve urgent user issues, bugs, and blockers.
  • Identify recurring pain points and collaborate with Product to drive product improvements based on real user insights.
  • Create and refine support resources and workflows to make our operations more efficient.
  • Contribute to patient facing communications, FAQs and documentation based on deep understanding of patient perspective.
  • Help test new features and ensure smooth communication with users when product changes roll out.
  • Analyze trends in support data through analytics tools like Mixpanel to guide decisions and enhance the user experience.
  • Gain a deeper understanding of consumer healthcare and health data interoperability.

Requirements

  • 1–3 years of experience in user operations, product operations, or support.
  • Strong communication skills and strength in turning complex ideas into simple, synthesized explanations.
  • High empathy and curiosity — you care about helping users and understanding their needs.
  • Comfort working with ownership and through ambiguity across teams in a fast-paced, remote environment.
  • Experience quickly learning and leveraging workflow software and other technology (such as Zendesk or similar tools).
  • Interest in health tech, patient empowerment, or data-driven innovation is a plus.
Benefits
  • You’ll help make navigating care and advocating for oneself easier for people battling serious conditions.
  • You’ll be the face of Support to our users, working to best represent who we are to them as well as their needs to the company.
  • You’ll join a mission-driven, collaborative team where initiative is valued and opportunities for growth and ownership abound.
  • You’ll gain exposure to Product and Growth, with a clear path to grow your career in either direction.
  • You can work remotely or alongside our NYC-based team.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
strong communication skillsempathycuriosityproblem-solvingcollaborationanalytical thinkingadaptabilityuser advocacysynthesis of complex ideasownership