Customer Support Specialist

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

📋 Description

• You will be at the forefront of ensuring that every interaction with Bloomlife is a positive experience for users. You will manage daily communications with our users, including patients and healthcare providers, ensuring their inquiries are addressed, issues are resolved, and their feedback is valued.

• You advocate for mothers and help discover new ways to delight and empower them. You understand the concerns and needs of care providers, seizing every chance to simplify their daily tasks and guarantee their satisfaction with our services.

• You will play a key role in driving a maternal health revolution, collaborating closely with the commercial team to modernize prenatal care for the 21st century. This position is ideal for someone who enjoys engaging with people, possesses strong empathy, and can identify underlying needs through attentive listening.

• Responsibilities:

• - You will oversee daily user interactions across various channels (phone, text, chat, emails, social media) using digital communication tools to maintain a positive company image.

• - Patient success:

• - Directly respond to technical assistance inquiries from patients by identifying and resolving issues or escalating them to the product and technical teams as necessary.

• - Take ownership of the patient journey, from order to offboarding, and ensure that every patient has a positive experience through proactive engagement.

• - Monitor patient adherence and proactively follow up with patients who exhibit signs of poor adherence or other concerns.

• - Provider success:

• - Directly respond to requests from healthcare providers and follow up with their patients as required.

• - Build trusted relationships with healthcare providers, ensuring they have a positive experience with Bloomlife.

• - You will serve as the company's eyes and ears, driving improvements in our services and products by sharing insights from the field with the sales and marketing teams and the broader company.

• - Identify and cultivate customer advocates, collecting user stories that illustrate our value proposition. Share these stories with the team and collaborate with marketing to develop testimonials and promotional material.

• - Investigate underlying needs and pinpoint opportunities to enhance the end-to-end user experience, as well as areas where new products or content can be created to better inform, empower, and delight our users.

• - You will assist in gathering and interpreting customer satisfaction data and feedback to assess user happiness, make adjustments for individual customers, and drive retention.

• - Compliance: You will manage and report user complaints in accordance with the company’s standard operating procedures (SOP).

⛳️ Requirements

• The Big Picture:

• - You have a genuine passion for helping others and thrive in this role.

• - You understand that pregnancy is a sensitive period in a parent's life and feel privileged to support them on their journey to parenthood, empathizing with their needs and concerns.

• - You recognize that healthcare providers face busy and stressful schedules, and you see an opportunity to assist them in their daily work and enhance their efficiency.

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

• - You are highly organized, able to prioritize, and manage a substantial volume of tasks, including incoming requests from multiple channels.

• - You possess exceptional communication skills.

• - You demonstrate strong attention to detail.

• - You have robust problem-solving abilities and exercise sound judgment.

• - You are a collaborative team player.

• *The Nitty Gritty:*

• - Experience in customer-facing roles in healthcare, particularly handling PHI.

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

• - You are comfortable using spreadsheets and databases.

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

• - Proficiency in a second language is a plus.

🏝️ Benefits

• Bloomlife is an award-winning start-up recognized for our vision to innovate prenatal care and positively impact families worldwide. We have received accolades such as Richard Branson’s Extreme Tech Challenge, the J&J Quickfire Challenge Winner, the MedTech Innovator Award, being a finalist in Ideas from Europe, and the CLIO Award Finalist. We also recently achieved FDA clearance for our prenatal wearable device that monitors maternal and fetal heart rates, pioneering a shift in prenatal check-ups from costly hospital settings to the comfort of patients' homes.

• You will join a dynamic and international team that is passionate about leveraging technology for better living. As an early member of a growing start-up with recent achievements, you will experience the excitement of start-up life firsthand. Your contributions will be highly visible to company founders, directly influencing our products and impacting people's lives while opening up opportunities for personal and professional growth.

• We offer a flexible work environment and a remote work culture. This position is remote for candidates based in the USA, initially requiring a 20-hour work week commitment, with the potential to transition into a full-time role within a year.