Sr. Support Specialist

H1

4d • $65,000 - $80,000

About The Position

H1 is seeking a Senior Support Specialist to serve as the most senior member of its Support team and the go-to expert for complex customer issues. The role owns escalations, leads cross-functional projects, mentors teammates, works with minimal direction, sets priorities, and helps shape Support operations. The Specialist works closely with Customer Success, Data, Engineering, and Product to resolve customer issues and improve operational processes.

Requirements

• Be authorized to work in the United States without additional sponsorship.
• At least 6 years in a customer-facing support role, including at least 2 years at a senior, lead, or escalation level.
• Previous experience in a B2B SaaS business environment.
• Hands-on experience with ticketing and issue-tracking systems, such as Zendesk, Jira, or Salesforce.
• A track record of leading projects or process improvements with cross-functional teams.
• Experience mentoring, training, or guiding other support team members.
• Fluency in written and spoken English, with the ability to communicate clearly with senior stakeholders.
• Ability to explain complex concepts to audiences with varying levels of technical expertise.
• Strong organizational skills and ability to manage multiple issues and projects at once.
• Ability to work independently with very little direction and set priorities.
• Dedicated, detail-oriented, and accountable for work accuracy.
• Demonstrated empathy for customers.

Nice To Haves

• SQL skills and experience with AWS Athena, S3 Buckets, APIs, MS Excel, G-Suite, or similar tools.
• Experience with healthcare, life sciences, or data products.
• Experience writing SOPs, knowledge base content, or help center content.

Responsibilities

• Own complex, escalated customer issues from start to finish and escalate appropriately when needed.
• Receive, answer, solve, or route tickets in Zendesk, working with Customer Success, Data, Engineering, and Product.
• Construct and execute plans to identify, escalate, and remediate operational challenges.
• Drive Jira escalations with Engineering and Product, including replicating and validating bugs for appropriate categorization.
• Serve as a subject matter expert for one or more areas of H1 product offerings.
• Determine methods and procedures for new or special assignments and coordinate the work of others.
• Lead small project teams by setting milestones, providing direction, and keeping stakeholders and partner teams informed.
• Manage personal priorities and provide input on priorities for more junior team members.
• Anticipate customer-facing issues and blockers, and turn ticket trends and insights into solutions.
• Identify operational and data risks that block execution and develop solutions.
• Mentor and coach team members, and lead others’ day-to-day activities when needed.
• Create, update, and own technical documentation and SOPs.
• Maintain attention to detail and accountability for the accuracy of work.

Benefits

• Full suite of health insurance options.
• Generous paid time off.
• Pre-planned company-wide wellness holidays.
• Retirement options.
• Health and charitable donation stipends.
• Impactful Business Resource Groups.
• Equity in the form of Restricted Stock Units.
• Opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed