Senior Customer Support Specialist, Bilingual Spanish

🔥 0 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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Scene Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

🏥 Healthcare

☁️ SaaS

💊 Pharmaceuticals

💰 Grant - Scene Health on 2023-09

Healthcare • SaaS • Pharmaceuticals

Scene Health is a healthcare technology company that provides a medication adherence platform combining a multilingual mobile app, asynchronous and livestream video directly observed therapy (DOT), and a clinical care team of pharmacists, nurses, and coaches. Its B2B SaaS solution serves health plans, public health departments, health systems, and life-sciences/CRO clients to deliver real-time adherence data, improve clinical outcomes, increase trial retention, and reduce costs. Scene Health’s services are evidence-based with numerous peer-reviewed publications demonstrating high observed adherence rates and measurable improvements in clinical metrics and utilization.

📋 Description

• Own Tier 1 customer and member support, including ticket volume, response time, and resolution metrics • Triage and resolve incoming customer and member issues • Escalate issues beyond Tier 1 scope to the technical team and track outcomes • Track technical resolution SLAs owed to partners • Provide frontline technical support and encourage patient enrollment and retention • Approve program incentive requests and troubleshoot related vendor and customer issues • Build internal support channels, warm-transfer workflows, and handoff protocols • Troubleshoot app issues such as login problems, video upload failures, and notification issues via email, phone, and Scene platforms • Provide program enrollment information and explain program value to members • Maintain and improve the frontline FAQ and knowledge base • Document standard operating procedures and troubleshooting flows • Monitor app store ratings and reviews and respond as appropriate • Surface trends and actionable insights to Product, Operations, and Leadership • Partner with Operations, Product, Tech, Public Health, and Leadership to improve support processes, report bugs, prioritize fixes, and pilot features • Report common issues and identify process or product improvements

🎯 Requirements

• 3–5 years of experience in customer/member technical support, SaaS user support, or service operations • Experience ideally in healthcare or health tech • Fluent bilingual proficiency in Spanish and English, spoken and written • Good listening and communication skills • Ability to identify root causes, prevent escalation, empathize, and work toward positive outcomes • Ability to work independently on complex or escalated issues with minimal oversight • Hands-on experience with a ticketing platform • Strong cross-functional communication skills with Product, Tech, Operations, and Public Health stakeholders • Comfort building basic reporting and metrics and communicating trends to leadership • Adaptable, resourceful startup mentality, willing to perform strategic and tactical work • Growth mindset and interest in eventually building and leading a team • Bachelor's degree preferred, or equivalent experience • Preferred: experience working in a startup or health tech company • Preferred: experience partnering with hospitals, health plans, or public health organizations on quality improvement initiatives • Must be eligible to work in the United States • Visa sponsorship is not available

🏖️ Benefits

• Competitive salary range • Paid vacation • Paid sick leave • Paid holidays • Health, dental, and vision insurance • Short- and long-term disability benefits • 401K retirement savings plan • Remote work • Professional development and growth opportunities • Opportunity to work on a game-changing healthcare solution • Collaboration with talented, motivated, and passionate professionals