Senior Support Representative, Healthie
$70-93k
More information about location
Infrastructure for virtual-first healthcare organizations
Be an early applicant
Infrastructure for virtual-first healthcare organizations
21-100 employees
Be an early applicant
$70-93k
More information about location
21-100 employees
Company mission
To empower the providers and builders of the care ecosystem with the tools they need to deliver a complete virtual experience for the end-consumers.
Role
Who you are
- Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of quality customer support, and is eager to contribute to the success of our customers
- As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business
- You have 5-8 years of experience working in similar customer-facing roles at a software as a service business. You’re confident with queue work and you have a unique toolkit that would allow you to get up-to-speed quickly. Bonus points if you’ve worked at a healthcare technology company
- You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on, billing and invoicing, modern browsers (plus developer tools) and mobile operating systems, email deliverability, DNS records, reading log files of any kind. Overall, you’re more technical than the typical support professional
- You have to be an excellent writer. You’re someone who can take complex subjects and break them down using clear and simple language. As a remote team, your writing and communication skills are critical to your success
- You are organized and self-directed. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done
- When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a great problem-solver with the ability to process and resolve issues quickly
- You’re well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic to help serve our customers
- This isn’t a stepping stone to another team at Healthie. You want to be part of our support team for a while, and you’re excited to continue to sharpen your skills in a customer-facing position
What the job involves
- We’re hiring Senior Support Representatives (EST). You’ll join Nicole, Annie, Tamara, Lain, Shani, Corrin, Fran, Bailey, Mike, Sarah, Frank and Justin in providing exceptional product support and after-sales follow through to Healthie’s customers
- You’ll spend most of your day providing fast and painless customer support via email—this is your core responsibility
- You’ll troubleshoot potential bugs, document feature requests, analyze customer data, help customers get started with the product, and collaborate with the rest of the team to elevate the voice of the customer at Healthie
- You will also hop on the phone every now and then to get customers the help they need when they need it
- We won’t overburden you with quotas, empty policies, or unnecessary process
- Doing what’s in the best interest of our customers is at the heart of what we do
- We’ll give you plenty of support to simply do what’s right, no questions asked
- And we have no plans to roll out AI anything—we're focused on delighting customers with hands-on and human-led support every step of the way
Application process
- Introduce yourself to us as a colleague. We value great writers, so be yourself, be creative, and take your time with the application. Please submit a PDF cover letter explaining:
- Tell us who you are and why you want this job at Healthie?
- Where are you based and what time zone are you in?
- Why do you work in customer support?
- In your cover letter, answer these real-world support scenarios and reply to the customer like you would if you worked on our support team:
- A customer is requesting a feature we don’t currently support and we don’t know if we’re going to build it out in the future
- A customer signs in to Healthie and reports that the only thing they see on the screen is the left-hand sidebar. Everything else seems to be missing or doesn’t appear to be loading
- You’re working with a customer who is upset about pricing and wants a discount. In this case we’re not able to offer a discount
- Interview Process
- Quick chat with Katie, Director of Talent (15 minutes)
- Interview with Justin, Director of Support (30 minutes)
- Talk with folks from the support team: Frank and Bailey (30 minutes)
- Interview with Tariq, COO and Erica, CEO (20 minutes)
- Final session with Justin (30 minutes)
- Reference checks
Our take
The past few years have seen a substantial rise in provision and uptake of telemedicine services, with over one in five Americans now signed up. This successful reimagining of healthcare provision into something more accessible, affordable, and effective, has led to a surge of VC investment and rapid-growth success stories in the sector. Would-be startups, however, have to navigate the costly and complex process of building out core, HIPAA-compliant infrastructure.
So software and API company Healthie is filling the gap in this market. The business helps these companies build and deliver health and wellness services by providing a fully-brandable suite of telehealth, business management, and coaching tools. This means that businesses can launch and scale at a fractional of the cost, and in a fraction of the time.
It’s a broad-based set of solutions that’s won Healthie an impressive number of client organizations across over 20 different countries. This vigorous growth looks likely to continue, too. Telemedicine remains a popular healthcare tool, and as regulations on telehealth data privacy tighten, the growing number of startups in this space are likely to need more support than ever.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2024
$23m
SERIES B
Jul 2022
$16m
SERIES A
Total funding: $41.2m
Company benefits
- Stock options
- Medical, dental, vision, life and disability coverages
- FSA and HSA
- Flexible vacation
- 401(k) plan with company matching
- Parental leave program
- Learning & development stipends
- Nutritional coaching
- Fitness membership budget
- Co-working subscriptions
- A laptop plus equipment stipend
- Summer Fridays
Company values
- Respect - "Make improvements, not excuses. Seek respect, not attention"
- Resilience - “When the going gets tough, the tough gets going"
- Reliability - "With great power comes great responsibility"
Company HQ
Chelsea, New York, NY
Articles
Leadership
Erica Jain
(CEO)Conducted research at the Center for Research on Prospective Health Care, moving into a nutrition program analyst role at the Clinton Health Access Initiative, and finally spent time as a healthcare consultant with BCG.
Cavan Klinsky
(CTO)Founded search engine Gevva, and then worked freelance as a web designer.
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