Customer Support & Enablement Specialist

The role

You will own support and enablement workloads by acting as the primary contact for product navigation and usage. You will build support systems including a knowledge base and an expanded Intercom instance.

What you will do

• Act as the primary support contact and manage Intercom Livechat
• Provision and manage user accounts and permissions
• Assign and refresh sales territories for new and existing users
• Triage inbound issues and escalate to engineering or CS
• Investigate and resolve billing/invoicing discrepancies
• Own and grow the Intercom instance including help center and automation
• Deliver one-off training for new or stuck users
• Build out a knowledge base
• Partner with product marketing on customer-facing content

Required qualifications

• 1–3 years in customer support, support ops, or technical support
• Hands-on experience setting up a support tool like Intercom or Zendesk, help centers, macros, workflows, or bots
• Ability to write and troubleshoot clearly
• Ability to build repeatable systems
• Ability to pick up new tools fast

Nice to have

• Administered Intercom specifically (Fin/resolution bot, product tours, workflows)
• Worked in healthcare, life sciences, or health-tech SaaS
• Been part of a fast-paced startup

Benefits

• Fully covered healthcare
• Vision
• Dental
• 401k
• Quarterly onsites in nice hotels with good food
• Generous budget for learning, development, and tools

Before you apply

• Intro call with Head of People Ops
• Background Deep Dive with a team member
• Practical exercise
• Values Interview with 3 cross-functional team members

About the company

MedScout creates a revenue acceleration platform that unites medical claims intelligence with an intuitive user experience for sales professionals at medical device and diagnostic companies.