User Support Specialist

helloheart; United States; Remote; USD 60,000 - 72,000; Full time

Job summary

helloheart is seeking a customer support specialist to help members resolve questions and technical problems with our digital health service. You’ll handle requests by phone and email, investigate issues, and coordinate with other teams when a case needs escalation.

The role emphasizes clear communication, strong troubleshooting, and privacy compliance. You’ll work in a quiet, private workspace and use Zendesk and AI tools to support daily tasks while protecting health information.

Qualifications

• Previous customer or technical support experience.
• Clear written and verbal communication, including the ability to explain technical issues simply.
• Strong troubleshooting, organization, and attention to detail, including during busy periods.
• Experience with a customer support platform such as Zendesk.
• Experience using AI tools to support daily work, with care to verify their output and protect private information.
• A quiet, private workspace suitable for handling healthcare information.

Responsibilities

• Manage incoming requests, balancing prompt replies with accurate records and clear communication.
• Troubleshoot app, device, and account issues; identify causes and decide when to escape.
• Own cases through resolution, track follow-up steps, and keep members informed.
• Respond to sensitive situations with patience and sound judgment.
• Spot recurring or widespread problems, gather useful details, and share them with the appropriate teams.
• Protect health information, stay current on product changes, and suggest improvements to support practices.

Skills

Customer support

Troubleshooting

Communication

Attention to detail

Tools

Zendesk

AI tools

Job description

Role overview

Help members resolve questions and technical problems with a digital health service. You’ll handle support requests by phone and email, investigate issues, and coordinate with other teams when a case needs further attention.

Responsibilities

• Manage incoming requests, balancing prompt replies with accurate records and clear communication.
• Troubleshoot app, device, and account issues; identify causes and decide when to escape.
• Own cases through resolution, track follow-up steps, and keep members informed.
• Respond to sensitive situations with patience and sound judgment.
• Spot recurring or widespread problems, gather useful details, and share them with the appropriate teams.
• Protect health information, stay current on product changes, and suggest improvements to support practices.

Requirements

• Previous customer or technical support experience.
• Clear written and verbal communication, including the ability to explain technical issues simply.
• Strong troubleshooting, organization, and attention to detail, including during busy periods.
• Experience with a customer support platform such as Zendesk.
• Experience using AI tools to support daily work, with care to verify their output and protect private information.
• A quiet, private workspace suitable for handling healthcare information.

Benefits and work setup

• Full-time position with a stated US base salary range of $60,000–$72,000; the range reflects salary only and excludes equity and benefits.
• The role requires following healthcare privacy and security practices.