Senior Customer Support Specialist (Bilingual Spanish required)
About The Position
Scene Health is seeking a Senior Customer Support Specialist to assist customers with inquiries, resolve issues, and provide guidance on Scene Health’s programs. This role involves communicating through various channels, such as phone, email, and chat, to ensure a positive customer experience. The specialist will handle inquiries and troubleshoot issues, guide customers through product features, and maintain accurate records of customer interactions. A deep understanding of the company's products and services is essential, as is the ability to work well with other departments to resolve complex issues. This role is the primary owner of the Tier 1 member support function, responding to customer feedback, handling tickets, troubleshooting, and managing customer SLAs. The specialist will collaborate across Operations, Product, Tech, and Public Health teams to ensure smooth support operations and report common issues to improve the customer experience. The ideal candidate is a proactive problem-solver who can both resolve individual tickets and identify patterns for process improvements, with a focus on understanding the underlying problems of members and customers. This role is a key asset to the Operations team, aiming to delight customers and make it easier for them to understand the platform, program, and technology.
Requirements
- 3-5 years of experience in customer/member technical support, SaaS user support, or service operations, ideally in healthcare or health tech
- Fluent bilingual proficiency in Spanish and English (spoken and written)
- Good listening and communication skills- Able to identify root causes and prevent escalation by confirming issues, empathizing with individuals, and working toward a positive outcome.
- Demonstrated ability to work independently on complex or escalated issues with minimal oversight
- Hands-on experience with a ticketing platform
- Strong cross-functional communication skills — comfortable working with Product, Tech, Operations, and Public Health stakeholders
- Comfort building basic reporting/metrics and communicating trends to leadership
- Startup mentality: adaptable, resourceful, and willing to do both strategic and tactical work
- Growth mindset — interest in eventually building and leading a team as the function scales
- Bachelor's degree preferred, or equivalent experience
Nice To Haves
- Experience working in a startup or health tech company.
- Experience partnering with hospitals, health plans, or public health organizations on quality improvement initiatives.
Responsibilities
- Own ticket volume, response time, and time-to-resolution metrics as the primary Tier 1 support owner, finding and implementing automation solutions
- Triage and resolve incoming customer and member issues directly
- Determine appropriate escalation to the technical team when issues exceed Tier 1 scope, and track escalation outcomes
- Formalize SLA tracking for technical resolution response times owed to partners
- Serve as the front-line point of contact for customer-facing technical/support issues, and encourage patient enrollment and retention through your technical support communications
- Approve requests for program incentives and troubleshoot related issues with the vendor and customer
- Contribute to building out internal support channels, including warm transfer workflows and handoff protocols
- Personally handle first-line app troubleshooting (login issues, video upload failures, notification problems) via email, phone, and Scene platforms before escalating, and automate the process wherever possible
- Provide program enrollment information to members as part of app troubleshooting, explain the value of our program, and support members to sign up and/or continue in our program
- Track and report on volume, response time, and resolution time for this channel
- Maintain and continuously improve the frontline FAQ/knowledge base
- Document standard operating procedures for common ticket types and troubleshooting flows
- Flag recurring or emerging issues that indicate a need for broader process or product changes
- Actively monitor app store ratings and reviews per agreed-upon protocols, and respond to members and customers as appropriate
- Surface trends and actionable insights to Product, Operations, and Leadership
- Partner closely with Operations to align support processes with broader program delivery
- Work with Product and Tech to report bugs, prioritize fixes, and pilot new features from a support-operations lens
- Collaborate with Public Health and Operations teams to ensure member support practices align with clinical and program protocols
Benefits
- Competitive salary range
- Paid vacation, paid sick leave, plus paid holidays
- Health, dental, vision, short and long-term disability
- 401K retirement savings plan
- Professional development and growth opportunities within a rapidly scaling company.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
