Customer Support – Enablement Specialist

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MedScout

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

MedScout is a company that leverages the latest healthcare claims data to provide actionable insights for MedTech commercial teams. Their platform is designed to simplify market analysis, strategy development, and sales execution, making it user-friendly for sales reps, sales management, and marketing teams. MedScout's proprietary dataset includes extensive claims from Medicare and Commercial payers, enabling users to identify and target best-fit physicians and healthcare sites, optimize territories, and understand referral behaviors. With an emphasis on data integration and usability, MedScout aims to enhance team effectiveness and boost sales revenue.

📋 Description

• Act as the primary support contact and manage Intercom Livechat for inbound product navigation and usage questions • Provision and manage user accounts and permissions • Assign and refresh sales territories for new and existing users • Triage inbound issues and escalate appropriate issues to engineering or customer success with clear reproduction steps, logs, screenshots, and Jam/Loom recordings • Investigate and resolve billing and invoicing discrepancies, involving finance as needed • Evaluate, configure, and roll out Intercom help center, knowledge base, workflows, automation, and resolution bot capabilities • Deliver one-off training for new or stuck users • Build a knowledge base covering common customer questions • Partner with product marketing on customer-facing content • Report to the VP of Customer Success as an individual contributor • Participate in the interview process, including an introduction call, background deep dive, practical exercise, and values interview

🎯 Requirements

• 1–3 years of experience in customer support, support operations, or technical support, ideally at a B2B SaaS company • Direct experience supporting B2B SaaS customers • Hands-on experience configuring a support platform such as Intercom or Zendesk • Experience setting up help centers, macros, workflows, or bots • Ability to write clear, reproducible bug reports • Ability to explain fixes to non-technical users • Ability to build repeatable support systems and knowledge bases • Ability to learn new tools quickly • Experience administering Intercom specifically, including Fin/resolution bot, product tours, or workflows is a bonus • Experience in healthcare, life sciences, or health-tech SaaS is a bonus • Experience in a fast-paced startup is a bonus • Alignment with MedScout’s core values: Effort on our inputs, Earn Trust, Learning Organization, and “Top Right” is the Expectation • Must answer whether based in the US • Must disclose whether sponsorship to work in the US is currently or potentially required

🏖️ Benefits

• Fully covered healthcare, plus vision, dental, and 401k • Remote-first culture with quarterly onsites • Generous budget for learning, development, and tools that make you more effective • Reasonable accommodation for individuals with disabilities • Opportunity to execute ideas with support from the company