Customer Support & Enablement Specialist

MedScout

8d•Remote

About The Position

MedScout is seeking a dedicated Customer Support & Enablement Specialist to manage operational and technical tasks currently handled by Customer Success Managers (CSMs). This role will be the primary point of contact for product issues, user inquiries, and account maintenance. The specialist will be responsible for building and improving support systems, including documentation, macros, and a knowledge base, to enhance efficiency and customer self-service. This is a foundational role for the support function, reporting to the VP of Customer Success, with significant autonomy to shape the support process. The ideal candidate will have experience in building support functions from scratch, enjoys creating order from chaos, and is eager to make a lasting impact on MedScout's support operations.

Requirements

1–3 years in customer support, support ops, or technical support, ideally at a B2B SaaS company.
Hands-on experience setting up a support platform like Intercom or Zendesk, including help centers, macros, workflows, or bots.
Ability to write and troubleshoot clearly, turning bug reports into clean tickets and explaining fixes to non-technical users.
Experience building repeatable systems and processes.
Ability to quickly learn new tools.

Nice To Haves

Specific experience administering Intercom (Fin/resolution bot, product tours, workflows).
Experience in healthcare, life sciences, or health-tech SaaS.
Experience working in a fast-paced startup environment.

Responsibilities

Act as the primary support contact and manage Intercom Livechat for 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 to engineering or CS with clear reproduction steps (Jam/Loom, logs, screenshots).
Investigate and resolve billing/invoicing discrepancies, coordinating with finance as needed.
Own and grow the Intercom instance, including evaluating, configuring, and rolling out features like a help center/knowledge base, workflows, automation, and a resolution bot to improve self-service and reduce repetitive tickets.
Deliver one-off training for new or struggling users.
Build out a knowledge base to address common customer questions.
Partner with product marketing on customer-facing content.