Senior Support Specialist — Escalations Leader

Remote Genie; United States; On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Full health insurance options

Generous paid time off

Job summary

H1 is seeking a Senior Support Specialist to own escalations, lead cross-team projects, and mentor other members of the Support team. You will work with little direction, set priorities, and help shape how Support operates at H1.

You’ll receive complex tickets, collaborate with Customer Success, Data, Engineering and Product, and drive solutions while ensuring documentation and SOPs are kept up to date.

Qualifications

• Authorized to work in the US without sponsorship
• 6+ years in a customer-facing support role, including 2+ years at senior/lead/escalation level
• Experience in a B2B SaaS environment
• Hands-on experience with ticketing/issue-tracking systems (e.g. Zendesk, JIRA, Salesforce)
• Track record of leading projects or process improvements with cross-functional teams
• Experience mentoring/training other support team members
• Fluent in English with clear communication to senior stakeholders
• Ability to distill complex concepts for varied audiences
• Strong organizational skills and ability to manage multiple issues/projects
• Self-starter who works independently with little direction
• Accountable for accuracy and detail; empathetic to customers
• Preferred: SQL, AWS Athena & S3, API, MS Excel, G-Suite
• Preferred: Healthcare, life sciences, or data products
• Preferred: Writing SOPs, knowledge base, or help center content

Responsibilities

• Own complex escalated issues from start to finish and elevate when needed
• Receive/answer/solve or route tickets in Zendesk with CS, Data, Engineering, and Product
• Construct and execute plans to identify and remediate operational challenges
• Drive Jira escalations with Engineering and Product; replicate and categorize bugs
• Serve as SME for one or more H1 product areas
• Lead small project teams with milestones and stakeholder updates
• Own prioritization and guide more junior team members
• Anticipate issues and turn ticket trends into solutions
• Identify data risks and build mitigation solutions
• Mentor and coach teammates and lead day-to-day activities
• Create, update, and own technical documentation and SOPs
• Maintain attention to detail and accountability

Skills

Customer-facing support

Lead projects

Mentoring

Communication

Self-starter

Empathy

Problem solving

Tools

Zendesk

JIRA

Salesforce

SQL

AWS Athena

S3 Buckets

MS Excel

G-Suite

Job description

H1 is seeking a Senior Support Specialist to own escalations, lead cross-team projects, and mentor other members of the Support team. You will work with little direction, set priorities, and help shape how Support operates at H1.

You’ll receive complex tickets, collaborate with Customer Success, Data, Engineering and Product, and drive solutions while ensuring documentation and SOPs are kept up to date.