Customer Support & Enablement Specialist
Skills
Customer SuccessDefaultsLoomMarketing AnalyticsMedical ClaimsMedical DevicesPermissions
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1–3 years in customer support support ops or technical support at a B2B SaaS company
- Hands-on experience configuring support platforms such as Intercom or Zendesk
- Ability to investigate issues reproduce bugs and write clear concise troubleshooting notes
- Strong communication skills for explaining fixes to non-technical users
- Experience building repeatable support systems and documentation
- Ability to learn new tools quickly and work independently
- Experience administering Intercom Fin resolution bot product tours or workflows is a bonus
- Background in healthcare life sciences or health-tech SaaS is a bonus
Nice to have
- Build-from-scratch mindset
- Process oriented
- Detail oriented
- Curious learner
- Collaborative
- Low ego
- Customer empathetic
- Startup ready
Day to day
- Act as the primary support contact for inbound customer questions and technical issues
- Troubleshoot product navigation account administration billing discrepancies and user access requests
- Build and improve self-serve support systems including help center content macros workflows and automation in Intercom
- Create documentation training and knowledge base resources that reduce repetitive tickets and help customers resolve issues faster
Hiring process
- Intro call with Head of People Ops
- Background Deep Dive with team member
- Practical exercise
- Values interview with cross-functional team