Senior Customer Support Specialist (Healthtech)

TL;DR

Senior Customer Support Specialist (Healthtech): Managing Tier 1 member support and technical troubleshooting for a medication adherence platform with an accent on bilingual communication and process optimization. Focus on resolving complex member issues, improving internal support workflows, and collaborating with product teams to enhance the user experience.

Location: Remote (Must be eligible to work in the United States; no visa sponsorship available)

Company

hirify.global provides a 360° model of care to improve medication adherence through personalized video coaching and a mobile application.

What you will do

• Own Tier 1 support, managing ticket volume, response times, and resolution metrics.
• Triage and resolve member issues across phone, email, and chat.
• Troubleshoot app-specific issues such as login, video uploads, and notifications, while automating resolution paths.
• Maintain the frontline FAQ and document standard operating procedures (SOPs) for common ticket types.
• Monitor app store reviews to surface trends and actionable insights for Product and Leadership.
• Collaborate cross-functionally with Operations, Tech, and Public Health teams to align support with clinical protocols.

Requirements

• 3-5 years of experience in technical customer support or SaaS user support, ideally in healthcare or health tech.
• Fluent bilingual proficiency in Spanish and English (spoken and written).
• Experience with ticketing platforms and ability to build basic reporting/metrics.
• Must be eligible to work in the US (the company is not able to sponsor visas).
• Demonstrated ability to work independently on complex issues with minimal oversight.

Nice to have

• Experience working in a startup environment.
• Experience partnering with hospitals, health plans, or public health organizations on quality improvement.

Culture & Benefits

• Remote work flexibility.
• Comprehensive health, dental, and vision insurance.
• 401K retirement savings plan.
• Paid vacation, sick leave, and holidays.
• Opportunity to work on a game-changing solution addressing a major healthcare challenge.