User Support Specialist

The role

The User Support Specialist will manage support queues by balancing email and phone requests. You will investigate app, device, and account issues to find causes and guide escalations to resolution.

What you will do

• Manage the support queue with email and phone responses.
• Investigate app, device, and account issues.
• Meet team goals for response times, member satisfaction, and ticket quality.
• Take ownership of support requests through resolution.
• Help members through difficult or sensitive situations.
• Escalate issues that affect multiple members or need further investigation.
• Work closely with teammates and other departments.
• Protect member information by following HIPAA guidelines and security policies.
• Stay current on product changes and suggest improvements.
• Use approved AI tools to improve work and team processes.

Required qualifications

• Prior experience in customer support or technical support.
• Strong written and verbal communication skills.
• Strong problem-solving skills, good judgment, and ability to stay organized and accurate.
• Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help.
• Experience using Zendesk or another customer support system.
• Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work.
• A quiet, private workspace that protects healthcare information.

About the company

Hello Heart is an AI company focused on heart health, building a platform that predicts and prevents cardiac events. It serves large U.S. health plans and hundreds of public and private employers.