User Support & Operations Specialist

TL;DR

User Support & Operations Specialist (Health Tech): Own the user support process end-to-end and collaborate with Product, Engineering, and Commercial teams to resolve issues and drive improvements with an accent on efficient workflows and patient empowerment. Focus on triaging urgent bugs, capturing user feedback, and creating support resources to enhance user experience.

Location: Remote or alongside our NYC-based team (Must be eligible to work in the US)

Salary: $60K – $90K

Company

hirify.global is the first patient-powered real world data platform providing comprehensive, patient-authorized longitudinal health insights to accelerate biopharma innovation, backed by top investors and partnering with leading researchers.

What you will do

• Own the user support process, delivering fast, clear resolutions to issues and feedback.
• Collaborate with Product and Engineering to fix urgent bugs and blockers.
• Work with Commercial team for seamless experiences in registries and research.
• Identify pain points and drive product improvements from user insights.
• Create and refine support resources, workflows, and documentation.
• Capture and organize user feedback to inform product decisions.

Requirements

• 2–5 years in user operations, customer success, or support.
• Strong communication skills for simplifying complex ideas.
• Experience triaging issues and pushing for solutions.
• High empathy, curiosity, and comfort with ambiguity in a fast-paced remote environment.
• Proficiency with workflow tools like Zendesk.

Nice to have

• Interest in health tech, patient empowerment, or data-driven innovation.

Culture & Benefits

• Mission-driven team focused on patient empowerment and health data access.
• Collaborative environment valuing initiative, growth, and ownership.
• Remote work flexibility or option to join NYC-based team.
• Equal opportunity employer committed to diversity and inclusion.