Remote Client Tech Ops Specialist

Capital Factory; United States; Remote; USD 78,000 - 92,000; Full time

Job summary

b.well Connected Health is seeking a Client Technical Operations Specialist to serve as the operational hub for B2B client support. This remote role owns the Service Desk queue, triages tickets, and ensures SLA commitments while providing end-user support as needed.

You’ll work with Engineering, Product, and Client Success to manage proactive communications, monitor file deliveries, and escalate issues with precise context.

Qualifications

• 2+ years in a B2B SaaS technical support or operations role.
• Experience in healthcare IT, digital health, or health data platforms.
• Proven ability to triage technical issues independently — reproduce bugs, read error logs, and write precise issue descriptions without needing an SME on every ticket.
• Experience supporting client-facing workflows with defined SLA commitments.
• Familiarity with a CRM or service desk system (Jira Service Desk, Zendesk, Pylon, Freshdesk, or similar).

Responsibilities

• Own and monitor the Service Desk queue across client projects and respond within contractual SLA windows.
• Resolve Tier 1 issues and provide end-user support independently.
• Draft proactive client-facing communications via CRM, including maintenance notices, incident alerts, and downtime notifications.
• Manage 90/60/45-day outreach and planning for clients undergoing annual plan year or benefits configuration changes.
• Keep CRM contact lists and segments accurate for client communications.
• Coordinate with Client Success on recipient lists, timing, and messaging for outbound communications.

Skills

Excellent written communication

Analytical problem solving

Strong organization

REST APIs knowledge

Cross-functional collaboration

Tools

Jira Service Desk

Zendesk

Pylon

Freshdesk

Job description

b.well Connected Health is seeking a Client Technical Operations Specialist to serve as the operational hub for B2B client support. This remote role owns the Service Desk queue, triages tickets, and ensures SLA commitments while providing end-user support as needed.

You’ll work with Engineering, Product, and Client Success to manage proactive communications, monitor file deliveries, and escalate issues with precise context.