Customer Support Specialist

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

📋 Description

• Act as the primary contact for customers seeking assistance with payer enrollment, credentialing, and Medallion’s platform.

• Take ownership of customer concerns from initiation to resolution by investigating, troubleshooting, and addressing inquiries.

• Handle a high-volume ticket queue of around 50 inquiries daily while ensuring prompt resolutions and high levels of customer satisfaction.

• Provide support to customers exclusively through email and Intercom.

• Work collaboratively with Customer Success, Product, Engineering, Operations, and other internal teams to troubleshoot issues and facilitate escalations.

• Develop a deep understanding of Medallion’s platform, services, payer enrollment, and credentialing workflows.

• Identify trends in inquiries, collect feedback, and suggest enhancements for products, documentation, and processes.

• Report directly to the Customer Support Lead.

⛳️ Requirements

• A minimum of 3 years of experience in customer support, ideally within healthcare, digital health, or healthcare SaaS.

• Practical experience with payer enrollment (PE), credentialing, or related healthcare operations.

• Exceptional written communication skills, with the capacity to clearly explain complex information to customers and internal teams.

• Experience managing a large volume of customer inquiries using a support ticketing system, preferably Intercom.

• Ability to prioritize conflicting requests, manage time effectively, and consistently meet response time and customer satisfaction goals.

• Proficiency in Google Workspace (Sheets, Docs, Gmail).

• Strong problem-solving capabilities, with an aptitude for investigating issues, identifying root causes, and ensuring resolutions.

• Familiarity with AI tools to enhance efficiency in research, workflows, or troubleshooting.

🏝️ Benefits

• Equity

• Comprehensive benefits as part of the total compensation package.