Senior Support Representative

Posted 2.16.24
Location
Remote

Our mission: to power virtual-first care delivery while improving access to healthcare and enabling better healthcare outcomes through technology.

Healthie powers next generation healthcare delivery. We build infrastructure that all healthcare organizations need to perform virtual-first care. Between our EHR, scheduling, and patient engagement solutions, Healthie’s API-first approach makes it easy for organizations of every size to build, customize, and scale their business.

Today, we power thousands of organizations – ranging from small private practices, to digital health startups and multi-billion-dollar healthcare companies. Leveraging Healthie, our customers deliver care to millions of patients, across the full spectrum of healthcare services – from preventative health & wellness to complex chronic care management. 

We believe that the future of healthcare delivery is virtual-first, longitudinal, and collaborative. Learn more at https://www.gethealthie.com/

We’re hiring Senior Support Representatives. You’ll join Nicole, Annie, Tamara, Lain, Shani, Corrin, and Justin in providing exceptional product support and after-sales follow through to Healthie’s customers. 

About the role

You’ll spend most of your day providing fast and painless customer support via email—this is your core responsibility. You’ll troubleshoot potential bugs, document feature requests, analyze customer data, help customers get started with the product, and collaborate with the rest of the team to elevate the voice of the customer at Healthie. You will also hop on the phone every now and then to get customers the help they need when they need it.

We won’t overburden you with quotas, empty policies, or unnecessary procedures. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked.

Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of quality customer support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.

Details, details

  • This is a full-time, remote position.
  • This job is Monday-Friday, 9am-5pm in your timezone. 
  • We’re seeking people in CST, MST, and PST timezones with a preference for PST.
  • We’re seeking fluent English speakers/writers.
  • The salary range is $70,000 – $93,000.

About you

  • You have 5-7 years of experience working in similar customer-facing roles at a software as a service business. You’re confident with queue work and you have a unique toolkit that would allow you to get up-to-speed quickly. Bonus points if you’ve worked at a healthcare technology company. 
  • You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on, billing and invoicing, modern browsers (plus developer tools) and mobile operating systems, email deliverability, DNS records, reading log files of any kind. Overall, you’re more technical than the typical support professional.
  • You have to be an excellent writer. You’re someone who can take complex subjects and break them down using clear and simple language. As a remote team, your writing and communication skills are critical to your success.
  • You are organized and self-sufficient. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.
  • When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a great problem-solver with the ability to process and resolve issues quickly. 
  • You’re well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Mixpanel, Guru, and Notion to help serve our customers. 
  • This isn’t a stepping stone to another team at Healthie. You want to be part of our support team for a while, and you’re excited to continue to sharpen your skills in a customer-facing position. 

How to apply 

Please submit a PDF cover letter explaining: 

  • Who are you? Why do you want this job at Healthie?
  • Where are you based and what time zone are you in?
  • Why do you work in customer support?

In your cover letter, pretend you’ve got the job and answer these customer scenarios as if you worked here: 

  • A customer is requesting a feature we don’t currently support, and we don’t know if we’re going to build it out in the future. 
  • A customer signs in to Healthie and reports that the only thing they see on the screen is the left-hand sidebar. Everything else seems to be missing or doesn’t appear to be loading.
  • You’re working with a customer who is upset about pricing and wants a discount. In this case we’re not able to offer a discount.
  • You’re answering complex questions and going back and forth troubleshooting with a VIP customer. It’s starting to feel like you’re going in circles, and you’ve hit a wall with your own understanding. The customer is waiting on you for next steps.

Logistics

  • U.S. work authorization is required, Healthie does not provide sponsorship.
  • The base salary for this role is $70,000 – $93,000 per year plus annual company bonus and benefits.

The target salary range for this position is part of a competitive total rewards package. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Benefits

  • Competitive salaries
  • Stock options
  • Health insurance coverage (medical, dental, vision)
  • Life and disability coverages
  • FSA and HSA
  • Unlimited vacation time
  • 401(k) plan with company matching
  • Parental leave program
  • Learning & development stipends
  • Fitness membership budget
  • Co-working space budget
  • New work laptop
  • Home office equipment stipend
  • Nutritional coaching

Interview Process

  • Quick chat with Katie, Director of Talent (15 minutes)
  • Interview with Justin, Director of Support (30 minutes)
  • Talk with the support team (30 minutes)
  • Another session with Justin (30 minutes)
  • Interview with Erica, CEO (20 minutes)
  • Reference checks

Healthie participates in E-Verify.

Healthie is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. We’re proud to be building a diverse and inclusive environment that encourages collaboration, creativity, and growth. Whatever your background, please apply if this is a role that would make you excited to come into work every day. 

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