Full Time
Job Description:
Work-from-home customer support job with Hello Heart, a heart health app company. Answer member emails and phone calls, fix app, device, and account problems, and escalate bigger issues. Needs some prior customer or tech support experience. Pays $60,000 to $72,000 a year.
About the Role
Hello Heart is hiring a full-time User Support Specialist who reports to the Senior Manager of User Support. You will work the support queue by email and phone, look into app, device, and account problems, and guide escalations to the right team, all while protecting member health information.
What You Will Do
- Work the support queue, answering member emails and phone calls with clear notes
- Investigate app, device, and account issues and solve them or decide when more help is needed
- Meet team goals for response time, member satisfaction, and ticket quality
- Own requests through resolution and keep members updated
- Help members through sensitive situations with empathy and patience
- Escalate issues that may affect many members, and follow HIPAA and security rules
- Suggest improvements to the member experience and use approved AI tools in your work
What You Need
- Prior experience in customer support or technical support
- Strong written and verbal communication, including explaining tech issues simply
- Good problem solving and organization when things get busy
- Experience with Zendesk or another support system
- Experience using AI tools such as ChatGPT, Claude, or Gemini
- A quiet, private workspace that protects healthcare information
Location & Pay
Remote (United States). Full time. US base salary range $60,000 to $72,000 a year (salary only; equity and benefits are separate).