Responsibilities
- Manage and evolve our user support process, ensuring every user gets a fast, clear, and thoughtful resolution to their issues or feedback.
- Collaborate with Product and Engineering to resolve urgent user issues, bugs, and blockers.
- Identify recurring pain points and collaborate with Product to drive product improvements based on real user insights.
- Create and refine support resources and workflows to make our operations more efficient.
- Contribute to patient facing communications, FAQs and documentation based on deep understanding of patient perspective.
- Help test new features and ensure smooth communication with users when product changes roll out.
- Analyze trends in support data through analytics tools like Mixpanel to guide decisions and enhance the user experience.
- Gain a deeper understanding of consumer healthcare and health data interoperability.
Requirements
- 1โ3 years of experience in user operations, product operations, or support.
- Strong communication skills and strength in turning complex ideas into simple, synthesized explanations.
- High empathy and curiosity โ you care about helping users and understanding their needs.
- Comfort working with ownership and through ambiguity across teams in a fast-paced, remote environment.
- Experience quickly learning and leveraging workflow software and other technology (such as Zendesk or similar tools).
- Interest in health tech, patient empowerment, or data-driven innovation is a plus.
Work Environment
- You can work remotely or alongside our NYC-based team.
- Opportunity to help people navigate care and advocate for themselves.
- Mission-driven, collaborative team with growth opportunities.
