Senior Customer Support Specialist, Bilingual Spanish

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

📋 Description

• Take ownership of Tier 1 customer and member support, encompassing ticket volume, response time, and resolution metrics.

• Assess and resolve incoming issues raised by customers and members.

• Elevate issues that exceed Tier 1 capabilities to the technical team and monitor the results.

• Track technical resolution Service Level Agreements (SLAs) owed to partners.

• Provide frontline technical support while promoting patient enrollment and retention.

• Approve requests for program incentives and address any related vendor and customer concerns.

• Establish internal support channels, warm-transfer workflows, and handoff protocols.

• Troubleshoot application issues such as login failures, video upload problems, and notification discrepancies via email, phone, and Scene platforms.

• Deliver program enrollment information and articulate the value of the program to members.

• Maintain and enhance the frontline FAQ and knowledge base.

• Document standard operating procedures and troubleshooting processes.

• Monitor app store ratings and reviews, responding as necessary.

• Identify trends and actionable insights to share with Product, Operations, and Leadership teams.

• Collaborate with Operations, Product, Tech, Public Health, and Leadership to refine support processes, report bugs, prioritize fixes, and pilot new features.

• Report prevalent issues and pinpoint opportunities for process or product enhancements.

⛳️ Requirements

• 3–5 years of experience in customer/member technical support, SaaS user support, or service operations.

• Ideally, experience in healthcare or health technology.

• Fluent bilingual proficiency in both Spanish and English, with strong spoken and written skills.

• Excellent listening and communication abilities.

• Skill in identifying root causes, preventing escalation, empathizing, and working towards positive solutions.

• Capacity to work independently on complex or escalated issues with minimal supervision.

• Practical experience with a ticketing platform.

• Strong cross-functional communication abilities with stakeholders in Product, Tech, Operations, and Public Health.

• Comfort in building basic reports and metrics, and effectively communicating trends to leadership.

• Adaptable and resourceful with a startup mentality, willing to engage in both strategic and tactical tasks.

• A growth mindset with an interest in potentially building and leading a team in the future.

• Bachelor’s degree preferred, or equivalent professional experience.

• Preferred: experience in a startup or health tech environment.

• Preferred: experience collaborating with hospitals, health plans, or public health organizations on quality improvement projects.

• Must be eligible to work in the United States.

• Visa sponsorship is not available.

🏝️ Benefits

• Competitive salary range.

• Paid vacation.

• Paid sick leave.

• Paid holidays.

• Health, dental, and vision insurance.

• Short- and long-term disability benefits.

• 401K retirement savings plan.

• Remote work options.

• Professional development and growth opportunities.

• Chance to contribute to a transformative healthcare solution.

• Work alongside talented, motivated, and passionate professionals.