User Support Specialist

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $60k - $72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hello Heart

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🏥 Healthcare

💼 Consulting

🧘 Wellness

Healthcare • Consulting • Wellness

Hello Heart is a healthcare technology company offering a mobile app to help individuals track and improve their heart health. The app provides real-time tips, allows users to track their blood pressure, and offers personalized insights to help users manage their heart health more effectively. Hello Heart also partners with businesses, health plans, and labor unions to provide these tools to their employees and members, demonstrating a significant impact on heart health outcomes through personalized and data-driven approaches. Privacy and security of health data are prioritized, ensuring members' health information is protected.

📋 Description

• Manage the support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience • Investigate app, device, and account issues to find the cause, solve problems, and determine when more help is needed • Meet team goals for response times, member satisfaction, and ticket quality while solving issues quickly and accurately • Take ownership of support requests through resolution, managing open tickets, tracking next steps, and proactively keeping members informed • Support members through difficult or sensitive situations with empathy, patience, and good judgment • Identify issues affecting multiple members or requiring further investigation, gather key facts, and escalate them appropriately • Collaborate with teammates and other departments, share clear updates, and raise concerns early • Protect member information by following HIPAA guidelines and Hello Heart security policies • Stay current on product changes, identify common member challenges, and suggest improvements to member experience and support processes • Use approved AI tools to improve individual and team processes, verify AI output accuracy, and protect private information

🎯 Requirements

• Prior experience in customer support or technical support • Strong written and verbal communication skills, including the ability to explain technical issues in simple terms • Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when work gets busy • Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help • Experience using Zendesk or another customer support system • Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work, with an interest in learning new ways to use them • A quiet, private workspace that protects healthcare information

🏖️ Benefits

• Positive, diverse, and supportive culture • Collaborative, creative, and courageous work environment • Full-time position