Customer Support – Enablement Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main support contact, managing Intercom Livechat for questions related to product navigation and usage.

• Provision and oversee user accounts and their permissions.

• Allocate and update sales territories for both new and existing users.

• Assess inbound issues and escalate relevant matters to engineering or customer success, providing clear reproduction steps, logs, screenshots, and Jam/Loom recordings.

• Investigate and resolve discrepancies in billing and invoicing, collaborating with finance as necessary.

• Evaluate, set up, and implement Intercom help center, knowledge base, workflows, automation, and resolution bot functionalities.

• Provide one-time training sessions for new users or those encountering difficulties.

• Create a knowledge base addressing common customer inquiries.

• Collaborate with product marketing on customer-facing materials.

• Report directly to the VP of Customer Success as an individual contributor.

• Engage in the interview process, which includes an introductory call, a detailed background review, a practical exercise, and a values-based interview.

⛳️ Requirements

• 1–3 years of experience in customer support, support operations, or technical support, preferably within a B2B SaaS environment.

• Direct experience in supporting B2B SaaS clients.

• Practical experience in configuring support platforms like Intercom or Zendesk.

• Experience in setting up help centers, macros, workflows, or bots.

• Capability to write clear and reproducible bug reports.

• Proficiency in explaining fixes to non-technical users.

• Skill in developing repeatable support systems and knowledge bases.

• Quick adaptability to new tools.

• Experience in administering Intercom specifically, including Fin/resolution bot, product tours, or workflows is advantageous.

• Background in healthcare, life sciences, or health-tech SaaS is a plus.

• Experience in a fast-paced startup environment is a bonus.

• Alignment with MedScout’s core values: focus on our inputs, earning trust, being a learning organization, and aiming for "Top Right" as the standard.

• Must indicate if based in the US.

• Must disclose whether sponsorship for work in the US is currently or potentially required.

🏝️ Benefits

• Comprehensive healthcare coverage, including vision, dental, and a 401k plan.

• Remote-first culture with quarterly onsite gatherings.

• Generous budget allocated for learning, development, and tools that enhance effectiveness.

• Reasonable accommodations available for individuals with disabilities.

• Opportunity to implement ideas with the company's support.