Tier 2 User Support Specialist, Hello Heart
PST
$55-65k
Salary reflect the annual salary and bonus only
More information about location
Cardiovascular health technology company
Be an early applicant
Cardiovascular health technology company
201-500 employees
Be an early applicant
$55-65k
Salary reflect the annual salary and bonus only
More information about location
201-500 employees
Company mission
To change the way people care for their hearts.
Role
Who you are
- This position requires excellent written and verbal communication skills, creativity, strong problem-solving skills, and a positive attitude
- Must be currently located in PST or MST time zone
- Expected working hours: Monday - Friday / 9 AM - 5 PM PST
- 1+ years of customer support experience at a SaaS or digital health company
- Previous experience with Zendesk or equivalent support ticketing system
- Proven experience identifying, debugging, and documenting technical issues
- Proven ability to multitask and prioritize in a fast-paced environment
- Self-motivated with the ability to work independently in a remote environment
Desirable
- Working proficiency or fluency in Spanish is a plus
What the job involves
- We’re looking for an enthusiastic Tier 2 User Support Specialist to provide comprehensive support to our Hello Heart users
- If you are someone who wakes up in the morning and wants to do good for the world, come join an all-star, mission-driven team that's building life-saving solutions
- Become a product expert and provide clear, empathetic guidance to customers as well as internal partners on Hello Heart functionality
- Identify, document, troubleshoot, and report technical issues with our hardware and software, involving the Tier 3 team when needed
- Handle escalated customer inquiries via phone and email
- Manage and follow up on tickets to ensure timely resolution and to maintain high customer satisfaction (CSAT) while meeting established Service Level Agreements (SLAs)
- Maintain consistent ticket volume and a high quality of ticket handling
- Assist with updating and maintaining our internal knowledge bases and external self-help documentation (FAQs)
Our take
Heart disease is the leading cause of death across the United States, and action has never been more urgent in light of the Surgeon General's Call to Action on hypertension, a major preventable risk factor for all heart conditions. Hello Heart is a medical tech company that helps its users achieve lifestyle changes that will reduce their risk of heart disease, using artificial intelligence, behavioral science, a digital coaching app and connected monitoring tools to achieve this
Hello Heart is offered as a service to individuals via its app and to employers and health insurance who can offer it as a perk to their employees or customers. While other solutions exist, such as a plethora of health-related, gamified apps and coaching services, Hello Heart is somewhat unique with its membership of the American Heart Association's Innovator's Network, giving its solution a great deal of credibility compared to its rivals. Indeed, Hello Heart drives down health care costs by almost $2,000 a year per user, which has led to it being offered as a perk by companies such as Delta Airlines and Northwestern Mutual.
The company has raised a significant amount of funding, most recently in 2022 which saw it closing a Series D round. It is currently focusing on R&D efforts to improve the AI underpinning its technology, allowing it to add new and more thorough health tracking and coaching capabilities. With a popular and effective solution to a growing problem, Hello Heart is well poised to continue its run of success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
56% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2022
$70m
SERIES D
May 2021
$45m
SERIES C
Total funding: $138m
Company benefits
- Healthcare: Our team’s health and well-being is important to us. We offer a benefits package that includes medical, dental (U.S. only), and vision coverage to all team members and their dependents
- Unlimited vacation: We strongly believe that quality time outside the office is vital to our team’s satisfaction and well-being. We offer unlimited PTO and encourage everyone to take the time, rest up, rejuvenate, and come back refreshed
- Equity package: Each of our team members has an equity package. Getting stock options makes each of our employees real partners in building our company
- Annual company-wide offsite: All team members meet once a year at our amazing annual offsite to have fun, learn more about our company, and drive our mission forward
- Challenge & ownership: At Hello Heart we are always challenged and constantly grow. You will have the opportunity to take your career to the next level
Company HQ
Menlo Park, CA
Leadership
Maayan Gonnen-Cohen
(Co-Founder & CEO)After graduating from Tel Aviv University with an MBA, Maayan became a Sergeant for the Israeli Defense Force. Before Co-founding Hello Heart, they were the Head of Retail and Consumer Goods Practice at TASC Consulting & Capital.
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