User Support Specialist

Location: Remote US

Salary: $60,000–$72,000 annual US base salary for the full-time position; salary only, excluding equity and benefits.

Company

hirify.global is an AI healthcare company building a heart-health platform that predicts and prevents cardiac events and serves health plans and employers across the United States.

What you will do

• Manage the support queue across email and phone, providing timely, accurate responses, clear notes, and a positive member experience.
• Investigate app, device, and account issues, identify root causes, resolve problems, and determine when escalation is needed.
• Own support requests through resolution by tracking open tickets, next steps, response times, satisfaction, and ticket quality.
• Support members through sensitive situations with empathy, patience, and sound judgment.
• Identify issues affecting multiple members, gather relevant facts, and escalate them to the appropriate team while collaborating across departments.
• Protect member information under HIPAA guidelines and security policies, stay current on product changes, and use approved AI tools to improve support work and processes while checking results for accuracy and protecting private information.

Requirements

• Prior experience in customer support or technical support.
• Strong written and verbal communication skills, including the ability to explain technical issues in simple terms.
• Strong problem-solving skills, good judgment, and the ability to remain organized and accurate during busy periods.
• Openness to feedback, willingness to learn from mistakes, and comfort sharing ideas or asking for help.
• Experience using Zendesk or another customer support system.
• Experience using AI tools such as ChatGPT, Claude, or Gemini to solve problems or improve daily work, with interest in learning new applications.
• A quiet, private workspace that protects healthcare information.

Culture & Benefits

• Positive, diverse, supportive, collaborative, creative, and courageous culture.
• Remote work in the United States.
• Compensation details in the posting cover salary only and do not include equity or benefits.