Senior Technical Support Representative (PST)

About the role

We’re hiring a Senior Technical Support Representative (10am - 6pm PT) to help us provide exceptional product support and after-sales follow through to Healthie’s customers. 

You’ll spend most of your day providing fast and painless customer support via email. You’ll troubleshoot potential bugs, document feature requests, analyze customer data, help customers get started with the product, and collaborate with the rest of the team to elevate the voice of the customer at Healthie. You will also hop on the phone every now and then to get customers the help they need when they need it.

We won’t overburden you with quotas, empty policies, or unnecessary process. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked. And we have no plans to put AI tooling in front of customers—we provide hands-on and human-led support every step of the way.

Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of quality customer support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.

About you 

• You have 5-8 years of experience working in similar customer-facing roles at a software as a service business. You’re confident with queue work and you have a unique toolkit that would allow you to get up-to-speed quickly. Bonus points if you’ve worked at a healthcare technology company. 
  
  
• You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on, billing and invoicing, modern browsers (plus developer tools) and mobile operating systems, email deliverability, DNS records, reading log files of any kind. Overall, you’re more technical than the typical support professional.
  
  
• You have to be an excellent writer. You’re someone who can take complex subjects and break them down using clear and simple language. As a remote team, your writing and communication skills are critical to your success.
  
  
• We have a minimalist approach to management, so you must be organized and self-directed. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.
  
  
• When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a great problem-solver with the ability to process and resolve issues quickly. 
  
  
• You’re well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic to help serve our customers. 
  
  
• This isn’t a stepping stone to another team at Healthie. You want to be part of our support team for a while, and you’re excited to continue to sharpen your skills in a customer-facing position. 

Details, details

• This is a full-time, remote position and U.S. work authorization is required.

• This job is Monday-Friday, 10am-6pm PT.

• We’re seeking fluent English speakers/writers.

• The salary range is $93,000 - $102,500.
  
  

Note about holiday support: We provide support coverage on all holidays, and you'll be required to work a few shifts throughout the year. We have a simple and human process for signing up for holiday coverage. And however many hours you work on a holiday, you can take that time off another day.

How to apply 

Please submit a PDF cover letter and introduce yourself. Include:

• Who you are and why you want this job at Healthie?

• Where are you based and what time zone are you in?

• Why do you work in customer support?

In your cover letter, answer these real-world support scenarios and reply to the customer like you would if you worked on our Support team:

• A customer is requesting a feature we don’t currently support and we don’t know if we’re going to build it out in the future. 

• A customer signs in to Healthie and reports that the only thing they see on the screen is the left-hand sidebar. Everything else seems to be missing or doesn’t appear to be loading.

• You’re working with a customer who is upset about pricing and wants a discount. In this case we’re not able to offer a discount.

Interview Process

• Quick chat with Katie, VP of Talent (15 minutes)

• Interview with Justin, VP of Customer Support (30 minutes)

• Talk with Support leads: Fran and Bailey (30 minutes)

• Interview with Lain, Director of Support (30 minutes)

• Final session with Justin (30 minutes)

• Reference checks

Learn more at gethealthie.com/careers.