Technical Product Support Specialist, Bicycle Health
Target Pay Range: $22.50-$23.50 per hr
Telehealth treatment program for addiction treatment
Job no longer available
Telehealth treatment program for addiction treatment
201-500 employees
Job no longer available
Target Pay Range: $22.50-$23.50 per hr
201-500 employees
Company mission
To provide accessible opioid use disorder treatment so individuals can quickly start life saving treatment and regain control of their lives.
Role
Who you are
- 2+ years work experience, ideally in a technical customer support role in a tech company
- Proactive, with the ability to work independently and collaboratively as needs arise
- High customer empathy, patience, resourcefulness and exceptional customer service skills
- You’re a multi-tasker who’s able to balance many lines of communications, priorities, and tasks at once
- You’re detail-oriented, and great at synthesizing large amounts of information quickly and efficiently
- You’re skilled at time management–able to balance short and long term work against each other to keep internal teams moving while supporting longer-term initiatives
- You are naturally inquisitive and can investigate stated and unstated problems
- Constantly operate a computer and other related peripherals such as a keyboard, mouse, headset etc
- Must be able to remain in a stationary position a majority of the time working
- Frequent communication via remote meeting software; softphones or cell phones
- Predominantly working in the employees home, indoor, office setup
What the job involves
- The Technical Product Support Specialist is responsible for providing product and technical expertise to our patients and our internal teams
- This involves learning and demonstrating a deep knowledge of our patient mobile app and internal tools, and being able to troubleshoot and configure systems as necessary
- This position is responsible for collaborating across the major areas of the company (clinical, operations, product, engineering)
- Own all top-level internal product and tool support channels, including issue resolution tracking, filtering product suggestions, and monitoring the frequency + severity of issues
- Develop a deep understanding of internal users and patients and their workflows
- Generate documentation related to incoming requests, including product inquiries, bug reports, process questions, to help make the case for prioritizing bug fixes and monitor the impact of projects
- Be a customer advocate by providing feedback to the product and engineering team on improving the platform to better solve our customers’ challenges
- Provide user education to our internal users to ensure they get the most out of our platform and features to support the success of their business
- Troubleshoot and resolve issues and/or escalate as necessary to the Product & Engineering team
- Collaborate with cross-functional teams to identify and address patient, clinician, and operational pain points
- Continuously enhance and maintain support procedures and knowledge-base documentation
- Collaborate with cross-functional teams, including customer support, customer success and technical teams for escalated technical issues
- Educate and train others to become self-sufficient and self-service in addressing technical questions and issues
- Other duties as assigned
- This is a full-time (40hrs per week)
Our take
For people in the US struggling with opioid use disorder, stigma is a huge barrier to seeking treatment. Plus there's the issue of geography, with many parts of rural US lacking treatment facilities. Bicycle Health is on a mission to overcome these hurdles by providing virtual treatment, affording more privacy and greater access to patients.
The US opioid epidemic is severe, which is why there's been a notable outbreak of startups aiming to tackle addiction. Despite this competition, Bicycle Health is holding its own within the market, securing a number of strategic partnerships with health and insurance providers
Having joined Cigna Evernorth’s nationwide behavioral health network, Bicycle Health is aiming to significantly expand its footprint. It continues to secure funding that will support long-term, disciplined growth, and has expanded its leadership team in order to deepen its work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2025
$16.5m
LATE VC
Sep 2022
$5m
SERIES B
Total funding: $103.8m
Company benefits
- Work remotely: 100% remote work environment with flexible hours. Live and work wherever you feel happiest.
- Salary: Our salary formula adjusts to your cost of living and experience.
- Technology: Get hooked up with the tools you need to be efficient in your work.
- Health: Medical, Dental and Vision coverage through United Healthcare (100% employer paid option available).
- Time Off: Discretionary PTO, 8 Paid Holidays, 144 hours of Paid Sick leave.
- Research: We support all staff in academic publishing.
- Equity incentive plan
- 401k
- Talented and fun coworkers who are passionate about addiction treatment.
- The opportunity to be part of a mission driven company and make a difference in patients’ lives.
Company HQ
Chinatown, Boston, MA
Leadership
Ankit Gupta
(CEO & Founder)Former Assistant Researcher at the Stanford University School of Medicine. Co-founded Pulse News, which was later integrated with LinkedIn, then became LinkedIn's Principal Product Manager of Connected Enterprise. Also the Co-founder of Docs and Hackers.
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