Customer Support Specialist

You’re a Customer Support Specialist who continuously strives to provide stellar service to customers. We’re EngagedMD and we have a patient journey application used by more than 2 million users nationwide and internationally since its launch, and we continue to see enormous growth and adoption from medical clinics across multiple markets. This is an exciting opportunity to join us in our mission to help carers carry on caring. You will have the opportunity to help manage the service relationship with our customers utilizing the EngagedMD platform, proactively work to ensure that our users have the best product experience, and act as the voice of the customer to communicate feedback back to EngagedMD’s product, video content, and Customer Success teams. You’ll have a direct impact on the direction and culture of an early-stage start-up working to modernize healthcare. You will be expected to help create processes and bring in your excellent Customer Service attitude to help our team scale effectively and efficiently.

This fully remote role reports to our Director of Customer Success and Support, and candidates are required to reside in the United States. This role requires legal authorization to work in the United States. EngagedMD is unable to sponsor current H1B visa holders for this role.

Working Hours: Preferred start time of 7:00 AM EST with flexibility for nights and weekends as needed.

This is an entry-level position within our Customer Success Team and is ideal for individuals with 0-3 years of work experience who are looking to grow in their careers. Demonstrated interest in healthcare, fertility, SaaS, or start-ups is encouraged.

What You’ll Do

• Provide first-class service including troubleshooting, issue resolution, bug escalation and data request fulfillment for key users and executives at customer sites
• Explain technical terms and concepts to a non-technical audience
• Support product implementation activities
• Work closely with Professional Services, Customer Success, and Engineering team members to provide a high-quality customer experience
• Assist with team projects such as documentation, process optimization and compliance

What You’ll Bring

• 0-3 years of experience in a customer-facing role such as Customer Service, Customer Success or Account Management; recent grads are welcome
• Technical aptitude: You can troubleshoot common issues, investigate and identify root causes for issues, navigate multiple platforms, and understand technical terms.
• Customer service mindset: You are eager to help ensure customers have a smooth experience product experience, from implementation to an ongoing day-to-day basis
• Communication skills: You love meeting new people and building deep relationships, identifying issues and challenges, and providing solutions along the way, utilizing your strong written and verbal skills
• Organizational skills: You can prioritize multiple projects at once, keeping the big picture in mind
• Problem-solving skills: You have an insane drive and passion to analyze, determine the best approach, and solve challenging problems
• Curiosity & creativity: You ask why, explore, and want to learn and build deep expertise in account management as well as business operations. You come up with unconventional ideas and are comfortable pushing the status quo.You have a bent for optimism and seeing the way forward

What We Offer

• Competitive compensation and equity
• Medical, dental, and vision coverage heavily subsidized by the company
• Open Paid Time Off
• Paid family and medical leave
• Generous paid holidays
• 401(k) retirement savings plan

EngagedMD is an equal opportunity employer. We’re committed to diversity, equity, and inclusion. We believe our company and products are made better by the varied perspectives of our employees, each of whom we seek to empower and support in their individuality. We hire our team members on the basis of merit, qualifications, and the needs of our business in order to best achieve our mission to help carers carry on caring. Pursuant to this commitment, EngagedMD will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [email protected].

About EngagedMD

At EngagedMD, we embrace a mission-driven culture where committed individuals come together to make a real difference in healthcare. Our core values of integrity, collaboration, impact, recognition and growth inform how we work together. They also make possible our culture of belonging and excellence where our team members can be themselves, grow professionally, do their best work, and be rewarded for it. Join us today in our mission to help carers carry on caring.