Sr. Support Specialist

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

At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visith1.com to learn more about us.

As part of H1’s hiring process, all candidates are required to participate in an in-person final interview. Depending on your location, this may require travel.

WHAT YOU’LL DO AT H1

As a Senior Support Specialist, you will be the most senior on our Support team and the go-to expert for our most complex customer issues. You will own escalations, lead projects across teams, and mentor other members of the team. You will work with very little direction, set your own priorities, and help shape how Support works at H1.

• Own complex, escalated issues from start to finish, and elevate appropriately when needed.
• Receive, answer, solve, or route tickets in Zendesk, working closely with Customer Success, Data, Engineering, and Product.
• Construct and execute plans to identify, elevate, and remediate operational challenges.
• Drive Jira escalations with Engineering and Product; replicate and validate bugs for proper categorization.
• Serve as the subject matter expert for one or more areas of the H1 product offerings.
• Determine methods and procedures on new or special assignments and coordinate the work of others.
• Lead small project teams: set milestones, give direction, and keep stakeholders and partner teams updated.
• Own your own prioritization and give input on priorities for more junior team members.
• Anticipate issues and blockers before they hit customers and turn ticket trends and insights into solutions.
• Identify operational and data risks that block execution and build solutions for them.
• Mentor and coach team members and lead the day-to-day activities of others when needed.
• Create, update, and own technical documentation and SOPs.
• Maintain a strong attention to detail and take accountability for the accuracy of your work.

ABOUT YOU

You’re the person others turn to when a problem is hard. You have handled tough escalations and unhappy customers, and you know how to turn a difficult situation into a strong relationship. You don’t wait to be told what to do. You spot problems early, decide what matters most, and follow through. You’ve led projects with people who don’t report to you, and you enjoy helping teammates grow. You ask why things are done a certain way and look for better ways to do them. You seek feedback from people outside your team, and you give it openly and respectfully. You care about the customer first and the team.

REQUIREMENTS

• Due to data access requirements, you must be authorized to work in the US without additional sponsorship
• 6+ years in a customer-facing support role, including at least 2 years at a senior, lead, or escalation level
• Previous experience within a B2B SaaS business environment
• Hands-on experience with ticketing and issue-tracking systems (e.g. Zendesk, JIRA, Salesforce)
• Track record of leading projects or process improvements with cross-functional teams
• Experience mentoring, training, or guiding other support team members
• Fluent in English (written and spoken), with the ability to communicate clearly with senior stakeholders
• Ability to distill complex concepts for different audiences with varying levels of technical expertise
• Strong organizational skills and ability to manage multiple issues and projects at once
• Self-starter who works independently with very little direction and sets their own priorities
• Dedicated, detail-oriented, and accountable for the accuracy of your work
• Demonstrates empathy for the customer
• Preferred: SQL skills, AWS Athena & S3 Buckets, API, MS Excel, G-Suite, etc.
• Preferred: Experience with healthcare, life sciences, or data products
• Preferred: Experience writing SOPs, knowledge base, or help center content

COMPENSATION

This rolepays $65,000 to $80,000 year, based on experience, in addition to equity in the form of Restricted Stock Units.

Anticipated role close date: 02/01/2027

H1 OFFERS

• Full suite of health insurance options, in addition to generous paid time off
• Pre-planned company-wide wellness holidays
• Retirement options
• Health & charitable donation stipends
• Impactful Business Resource Groups
• The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe

H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you’ve begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.