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About the role
Key responsibilities & impact- Own 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.
- Collaborate with the Commercial team to deliver a seamless and supported experience for users participating in registries or research.
- 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.
- Capture and organize all user feedback to help deepen our understanding of user needs.
- 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.
- Gain a deeper understanding of consumer healthcare and health data interoperability.
Requirements
What you’ll need- 1–3 years of experience in user operations, customer success, or support.
- Strong communication skills and strength in turning complex ideas into simple, synthesized explanations.
- Experience triaging and pushing for solutions that our users need.
- 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
Comp & perks- 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 can work remotely or alongside our NYC-based team.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
user operationscustomer successsupporttriagingproblem-solving
Soft Skills
communicationempathycuriositycollaborationadaptability