Offer summary

Qualifications:

1+ years of customer support experience at a SaaS or digital health company., Experience with Zendesk or equivalent support ticketing system., Strong problem-solving skills and ability to multitask in a fast-paced environment., Excellent written and verbal communication skills..

Key responsabilities:

Provide clear and empathetic guidance to customers and internal partners on Hello Heart functionality.

Identify, document, troubleshoot, and report technical issues, involving the Tier 3 team when necessary.

Handle escalated customer inquiries via phone and email, ensuring timely resolution.

Assist with updating and maintaining internal knowledge bases and external self-help documentation.

Job description

About Hello Heart:

Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke – the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information.

About the Role:

We’re looking for an enthusiastic Tier 2 User Support Specialist to provide comprehensive support to our Hello Heart users. This position requires excellent written and verbal communication skills, creativity, strong problem-solving skills, and a positive attitude.

If you are someone who wakes up in the morning and wants to do good for the world, come join an all-star, mission-driven team that's building life-saving solutions.

Responsibilities:

Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
Handle escalated customer inquiries via phone and email
Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
Maintain consistent ticket volume and a high quality of ticket handling
Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)

Qualifications:

Must be currently located in PST or MST time zone

Expected working hours: Monday - Friday / 8 AM - 5 PM PST

1+ years of customer support experience at a SaaS or digital health company
Previous experience with Zendesk or equivalent support ticketing system
Proven experience identifying, debugging, and documenting technical issues
Proven ability to multitask and prioritize in a fast-paced environment
Self-motivated with the ability to work independently in a remote environment

Bonus:

Working proficiency or fluency in Spanish is a plus

The US base salary range for this full-time position is $55,000.00 to $65,000.00 Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.

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