Senior Customer Support Specialist (Bilingual Spanish required)
$75,000–$85,000 year
Remote
Job Summary
Own ticket volume and response time metrics as the primary Tier 1 support owner, triaging and resolving incoming customer and member issues via phone, email, and chat. Personally handle first-line app troubleshooting for login failures, video upload errors, and notification problems before escalating to the technical team. Maintain accurate records of interactions, formalize SLA tracking, and document standard operating procedures for common ticket types. Monitor app store ratings and reviews to surface actionable insights to Product and Leadership. Partner with Operations, Product, Tech, and Public Health teams to align support processes, report bugs, and pilot new features. Approve program incentive requests and troubleshoot related vendor issues. Serve as the front-line point of contact for technical support while encouraging patient enrollment and retention.
Required Qualifications
- 3-5 years of experience in customer/member technical support, SaaS user support, or service operations, ideally in healthcare or health tech
- Fluent bilingual proficiency in Spanish and English (spoken and written)
- Good listening and communication skills- Able to identify root causes and prevent escalation by confirming issues, empathizing with individuals, and working toward a positive outcome
- Demonstrated ability to work independently on complex or escalated issues with minimal oversight
- Hands-on experience with a ticketing platform
- Strong cross-functional communication skills — comfortable working with Product, Tech, Operations, and Public Health stakeholders
- Comfort building basic reporting/metrics and communicating trends to leadership
- Startup mentality: adaptable, resourceful, and willing to do both strategic and tactical work
- Growth mindset — interest in eventually building and leading a team as the function scales
- Bachelor's degree preferred, or equivalent experience
Desired Qualifications
- Experience working in a startup or health tech company
- Experience partnering with hospitals, health plans, or public health organizations on quality improvement initiatives
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