Senior Support Specialist

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

📋 Description

• Take ownership of intricate and escalated customer issues from beginning to end.

• Manage, respond to, resolve, or redirect tickets within Zendesk.

• Work collaboratively with teams across Customer Success, Data, Engineering, and Product.

• Develop and implement strategies to identify, escalate, and resolve operational challenges.

• Facilitate Jira escalations in collaboration with Engineering and Product teams.

• Reproduce and assess bugs to ensure accurate classification.

• Act as the subject matter expert on H1's product offerings.

• Establish methods and procedures for new or unique assignments.

• Oversee and coordinate the efforts of others.

• Lead small project teams by setting milestones, providing direction, and updating stakeholders.

• Prioritize personal workload and offer guidance on the priorities of junior team members.

• Anticipate potential customer-impacting issues and obstacles.

• Transform ticket trends and insights into actionable solutions.

• Identify operational and data-related risks and develop mitigation strategies.

• Mentor and coach fellow team members.

• Supervise the day-to-day activities of others when necessary.

• Create, update, and take ownership of technical documentation and Standard Operating Procedures (SOPs).

• Maintain meticulous attention to detail and uphold accountability for the accuracy of work.

⛳️ Requirements

• Must possess authorization to work in the US without additional sponsorship.

• A minimum of 6 years of experience in a customer-facing support role.

• At least 2 years in a senior, lead, or escalation role.

• Previous experience in a B2B SaaS business setting.

• Practical experience with ticketing and issue-tracking systems, such as Zendesk, JIRA, or Salesforce.

• Proven ability to lead projects or process enhancements with cross-functional teams.

• Experience in mentoring, training, or providing guidance to other support team members.

• Proficiency in English, both written and spoken.

• Strong communication skills for engaging with senior stakeholders.

• Capability to simplify complex concepts for audiences with varying levels of technical knowledge.

• Excellent organizational skills and the ability to juggle multiple issues and projects simultaneously.

• Self-motivated individual who can work independently with minimal direction and prioritize effectively.

• Committed, detail-oriented, and holds accountability for work accuracy.

• Shows empathy towards customers.

• Preferred: Skills in SQL, AWS Athena & S3 Buckets, API, MS Excel, G-Suite, etc.

• Preferred: Background in healthcare, life sciences, or data-related products.

• Preferred: Experience in crafting SOPs, knowledge base articles, or help center content.

🏝️ Benefits

• Comprehensive health insurance options.

• Generous paid time off.

• Pre-scheduled company-wide wellness holidays.

• Various retirement options.

• Health stipend available.

• Charitable donation stipend provided.

• Equity in the form of Restricted Stock Units.

• Opportunity to collaborate with leading biotech and life sciences companies in an innovative industry.

• Commitment to equal opportunity and an inclusive workplace.