Customer Support Specialist

You are on the front lines to ensure every user interaction with the company is a positive one. You own the day-to-day interactions with our users (patients and healthcare providers) to ensure their questions are answered, problems are solved, and voices are heard.

You champion moms and help identify new opportunities to delight and empower them. You understand care providers concerns and needs, and take every opportunity to simplify their day-to-day work and ensure they’re delighted with our services.

You help catalyze a maternal health revolution, working closely with the commercial team to bring prenatal care into the 21st century. This is a role for someone who loves talking to people, has great empathy, and can uncover underlying needs through listening intently.

Responsibilities

• You manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) using digital communication tools to ensure a positive company image is maintained.
• Patient success:

• Respond directly to questions and requests for technical assistance from patients by identifying and resolving problems or as needed escalating issues to the product and technical teams.

• Take ownership of the patient journey, from order to offboarding, and do whatever is necessary to ensure every patient has a positive experience.

• Monitor patient adherence and proactively follow-up with patients who show signs of poor adherence or other issues.
• Provider success:

• Respond directly to requests from healthcare providers, and follow-up with their patients as needed.

• Establish a trusted relationship with healthcare providers and do everything to ensure they have a positive experience with the company.
• You are the eyes and the ears of the company. You drive improvements in our services and products by reporting back what you see in the field to the sales and marketing team and to the whole company

• Identify and nurture customer advocates and collect user stories that capture our value proposition. Bring these stories back to the team and with the marketing team to help craft testimonials and marketing material

• Uncover underlying needs and identify opportunities to improve the end-to-end user experience and where new products or content can be developed to better inform, empower, and delight our users.

• You will  help collect and make sense of customer satisfaction data and customer surveys to monitor user happiness, make adjustments for individual customers, and drive customer retention
• Compliance: You handle and report user complaints following the company’s standard operating procedures (SOP)

Requirements

The Big Picture

• You absolutely love helping people. You live for this.

• You recognize that pregnancy is a sensitive time in a parent’s life, that we are privileged to be welcomed into their journey to parenthood, and can empathize with their needs and concerns.

• You understand that healthcare providers have busy and stressful work schedules, and that we have the opportunity to support them in their day-to-day work and help make their work more efficient.

• You go above and beyond to create valuable and memorable experiences for users.

• You are organized, can prioritize and handle a large volume of tasks including incoming requests from multiple channels.

• You have exceptional communication skills.

• You have strong attention to detail.

• You possess strong problem solving skills and demonstrate sound judgement.

• You are a team player and collaborate well.

The Nitty Gritty

• Experience in customer facing roles in healthcare handling PHI.

• Familiarity with CRM systems and practices, specifically Intercom and an ability to learn new software quickly..

• You are comfortable with using spreadsheets and databases.

• You have experience interpreting and summarizing feedback and data to drive improvements.

• Ability to speak a second language is a plus

Benefits

The company is an award-winning start-up recognized for our vision to rethink prenatal care and impact the lives of families globally including winning Richard Branson’s Extreme Tech Challenge, J&J Quickfire Challenge Winner, MedTech Innovator Award, Ideas from Europe Finalist, CLIO Award Finalist, and speaking at the White House Precision Public Health Summit. The company also recently achieved  FDA clearance for its prenatal wearable for monitoring maternal and fetal heart heart rate, setting new grounds to move prenatal check-ups from expensive hospital environments to the patient’s home.

You will join a dynamic and international team who’s passionate about using technologies for a better living. You are an early member of a growing start-up with recent successes and get to experience first hand the excitement of start-up life. Your work will be highly visible to company founders, directly shape our products and impact people’s lives, and open opportunities for personal and career development.

We offer a flexible work environment and remote work culture. This is a remote position for someone based in the USA. The job will start with a 20 hours / week commitment, with the possibility to grow into a full time position within a year.