User Support & Operations Specialist

Novellia

1d • Hybrid

About The Position

Novellia is the first and only company that lets anyone in the US gain access to nearly a decade of their health data in under 30 seconds, 100% free. They work with top researchers to turn health insights into life-changing action for millions. Novellia is a patient-powered real-world data platform providing comprehensive, patient-authorized longitudinal health insights to accelerate biopharma innovation. They empower patients to access 15+ years of their health records for free, transforming these complete health journeys into fit-for-purpose datasets for evidence generation, regulatory submissions, and market access. The company is growing 5x YoY with top pharma partners, has data published with leading scientific organizations, and is backed by tier-1 investors. As a User Support & Operations Specialist, you will bridge users and the product team, ensuring users feel supported and empowered, and that their feedback shapes future development. You will own the user support experience, collaborate with the Tech team to resolve issues, and identify patterns to improve the product. This role is ideal for someone who enjoys problem-solving, direct user interaction, cross-functional collaboration, and being the voice of the company to its users.

Requirements

• 2–5 years of experience in user operations, customer success, or support.
• Strong communication skills and strength in turning complex ideas into simple, synthesized explanations.
• Experience triaging and pushing for solutions that our users need.
• High empathy and curiosity — 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).

Nice To Haves

• Interest in health tech, patient empowerment, or data-driven innovation is a plus.

Responsibilities

• Own 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.
• Collaborate with the Commercial team to deliver a seamless and supported experience for users participating in registries or research.
• 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.
• Capture and organize all user feedback to help deepen our understanding of user needs.
• 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.
• Gain a deeper understanding of consumer healthcare and health data interoperability.

Benefits

• You’ll help make navigating care and advocating for oneself easier for people battling serious conditions.
• You’ll be the face of Support to our users, working to best represent who we are to them as well as their needs to the company.
• You’ll join a mission-driven, collaborative team where initiative is valued and opportunities for growth and ownership abound.
• You can work remotely or alongside our NYC-based team.

What This Job Offers

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