Customer Support Specialist, HeartFlow
Base compensation range is $22.50 and $30.00 per hour and bonus
Medical equipment manufacturing
Be an early applicant
Medical equipment manufacturing
501-1000 employees
Be an early applicant
Base compensation range is $22.50 and $30.00 per hour and bonus
501-1000 employees
Company mission
To establish a new era of personalized care by delivering AI-driven analysis and insights to proactively manage CAD for life.
Role
Who you are
- We are looking for someone that enjoys technical troubleshooting in a fast paced and exciting environment
- Positive, energetic personality, comfortable in front of groups/customers
- Responsible, accountable, and ability to work well with teams and cross-functionally
- Comfortable in high pressure situations
- Excellent verbal and written communication skills
- Highly detail-oriented with strong technical skills in MS Office
- Experience with data analysis techniques and especially the use of MS Excel
- Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred
- Experience with Salesforce or other CRM tool highly preferred
- Fluency in English required, competency in German, Japanese, French and/or Italian desirable
- 3-5 years of customer facing work experience preferred
- Experience providing customer and/or corporate sales support with large-scale organizations preferred
- Experience supporting a technical or clinical product / service preferred
- Bachelor degree preferred; experience in lieu of education
What the job involves
- The Customer Support Specialist role (CSS) is a full-time role that delivers world-class customer service for HeartFlow’s web-based medical software products to our research and commercial accounts
- The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets
- The CSS will help integrate the HeartFlow technology into the customers’ workflow and support them as needed
- The HeartFlow support team is a small group that solves problems to help our customers who are trying to provide the best care for their patients
- Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues
- Provide prompt documentation and complete resolution of reported issues and manage knowledge base for customer issues
- Deliver customer feedback into HeartFlow’s Customer Relationship Management system and help team members analyze and distill data to drive improvements in customer support and product development
- Assist production with incoming case management, troubleshooting and solving technical issues to ensure appropriate case response time
- Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration
- Assist in on-boarding new accounts, including system administrators and clinical users
- Work with IT, Marketing & Sales, and Production to improve customer support quality results by studying, evaluating, and re-designing appropriate processes
- Develop and provide customer technical support solutions to continually drive improve quality and efficiency
- Following a 90 day training period, this position will be required to work Monday - Friday 7am - 3:30pm central time
- Potentially require on-call support (off-hours) and holiday coverage
Our take
HeartFlow is a medical equipment manufacturer that uses CT-scanned 3D modelling to assess and analyze a patient's heart and arteries. This non-invasive process can help assess the risks of Coronary Artery Disease (CAD) and strategize the appropriate treatment.
As the world’s leading cause of death, CAD is a worthy target for improved diagnosis and treatment. HeartFlow's approach enables clinicians to deliver more effective treatments faster, making CAD more manageable than ever before.
The company has a long history of awards and innovations, adopting technological advancements as they happen. It successfully launched its IPO in 2021, although a 2022 merger with Longview Acquisitions was called off due to unfavourable market conditions. Despite this, the company remains steadfast, unveiling new technology that ensures better treatment for CAD patients.
Steph
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Mar 2025
$98m
CONVERTIBLE
Apr 2023
$215m
SERIES F
Total funding: $980.6m
Company benefits
- Medical / Dental / Vision (90% of premium paid by Heartflow)
- Flexible Spending and Health Savings Accounts
- 401k plan with employer match
- Company holidays
- Paid sick time and vacation
- Parental leave
- EAP Program
- Free snacks and drinks
- Fitness competition, Blood drive, Waffle Wednesdays and more!
Company HQ
Old Mountain View, Mountain View, CA
Leadership
John Farquhar
(President & CEO)Joined HeartFlow in 2021 as the President and Chief Operating Officer and became the CEO in 2022. Prior to this, they were the VP and General Manager at Medtronic. They also spent 5 years as a Professional Football Player in the NFL.
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