Customer Support Specialist

Job Summary

To support a growing maternal health initiative, the full-time Customer Support Specialist will manage day-to-day user interactions across various channels, ensuring positive experiences for both patients and healthcare providers in a remote setting.

Key responsibilities:

• Manage user interactions via phone, text, chat, email, and social media to maintain a positive company image
• Respond to technical assistance requests from patients and healthcare providers, ensuring a smooth patient journey and proactive follow-up
• Report user feedback and satisfaction data to drive improvements in services and products, while nurturing customer advocates and collecting user stories

Required qualifications:

• Experience in customer-facing roles within healthcare, handling PHI
• Familiarity with CRM systems, particularly Intercom, and ability to learn new software quickly
• Proficiency in using spreadsheets and databases
• Experience in interpreting and summarizing feedback and data for service improvements
• Ability to speak a second language is a plus