User Support Specialist

Hello Heart

3d•$60,000 - $72,000

About The Position

Hello Heart is an AI company focused exclusively on heart health, developing a platform that predicts and prevents cardiac events. The User Support Specialist helps members by balancing email and phone requests, investigating complex issues, and guiding escalations toward resolution. Reporting to the Senior Manager of User Support, this role suits someone committed to excellent service, problem-solving, and improving support for members and teammates.

Requirements

Prior experience in customer support or technical support.
Strong written and verbal communication skills, including the ability to explain technical issues in simple terms.
Strong problem-solving skills, good judgment, and the ability to stay organized and accurate during busy periods.
Openness to feedback, willingness to learn from mistakes, and comfort sharing ideas or asking for help.
Experience using Zendesk or another customer support system.
Experience using AI tools such as ChatGPT, Claude, or Gemini to solve problems or improve daily work, and interest in learning new ways to use them.
A quiet, private workspace that protects healthcare information.

Responsibilities

Manage the support queue, balancing timely email and phone responses with accurate work, clear notes, and a strong member experience.
Investigate app, device, and account issues to identify causes, solve problems, and determine when additional help is needed.
Meet team goals for response times, member satisfaction, and ticket quality while resolving issues quickly and accurately.
Own support requests through resolution, manage open tickets and next steps, and proactively keep members informed.
Support members through difficult or sensitive situations with empathy, patience, and good judgment.
Recognize issues that may affect multiple members or require further investigation, gather key facts, and escalate them to the appropriate team.
Work with teammates and other departments, share clear updates, and raise concerns early when something may delay resolution.
Protect member information by following HIPAA guidelines and Hello Heart security policies.
Stay current on product changes, identify common member challenges, and suggest improvements to the member experience and support processes.
Use approved AI tools to improve individual work and team processes, verify AI results, and protect private information.