Senior Support Representative (PST)

Healthie powers virtual-first care delivery while improving access to healthcare and enabling better healthcare outcomes through technology.

We build infrastructure that all healthcare organizations need to perform virtual-first care. Between our EHR, scheduling, and patient engagement solutions, Healthie’s API-first approach makes it easy for organizations of every size to build, customize, and scale their business.

Today, we power thousands of organizations ranging from small private practices, to digital health startups and multi-billion-dollar healthcare companies. Leveraging Healthie, our customers deliver care to millions of patients, across the full spectrum of healthcare services—from preventative health and wellness to complex chronic care management. We believe that the future of healthcare delivery is virtual-first, longitudinal, and collaborative.

Learn more at https://www.gethealthie.com/

We’re hiring Senior Support Representatives (PST). You’ll join Andy, Annie, Bailey, Corrin, Danny, Frank, Fran, Jason, Jess, Lain, Mike, Paige, Shani, Sarah, and Justin in providing exceptional product support and after-sales follow through to Healthie’s customers. 

You’ll spend most of your day providing fast and painless customer support via email—this is your core responsibility. You’ll troubleshoot potential bugs, document feature requests, analyze customer data, help customers get started with the product, and collaborate with the rest of the team to elevate the voice of the customer at Healthie. You will also hop on the phone every now and then to get customers the help they need when they need it.

We won’t overburden you with quotas, empty policies, or unnecessary process. Doing what’s in the best interest of our customers is at the heart of what we do. We’ll give you plenty of support to simply do what’s right, no questions asked. And we have no plans to roll out AI anything—we're focused on delighting customers with hands-on and human-led support every step of the way.

Our ideal hire is motivated by healthcare technology and what we’re doing as a company, believes in the value of quality customer support, and is eager to contribute to the success of our customers. As someone who is first in line to help, your understanding of the product and our customers will be incredibly valuable for the business.

Details, details

• This is a full-time, remote position and U.S. work authorization is required.
• This job is Monday-Friday, 9am - 5pm PST. 
• We’re seeking fluent English speakers/writers.
• The salary range is $70,000 - $93,000.

• You have 5-8 years of experience working in similar customer-facing roles at a software as a service business. You’re confident with queue work and you have a unique toolkit that would allow you to get up-to-speed quickly. Bonus points if you’ve worked at a healthcare technology company. 
  
• You’d consider yourself a full-spectrum generalist with a strong foundational understanding of things like: single sign-on, billing and invoicing, modern browsers (plus developer tools) and mobile operating systems, email deliverability, DNS records, reading log files of any kind. Overall, you’re more technical than the typical support professional.
  
• You have to be an excellent writer. You’re someone who can take complex subjects and break them down using clear and simple language. As a remote team, your writing and communication skills are critical to your success.
  
• You are organized and self-directed. You thrive in an environment where you can do great work independently. You’re someone who enjoys working autonomously and you don’t need much oversight to get things done.
  
• When you don’t know something, you try to figure it out. You ask good questions, and you embrace the chance to grow and get better. You are a great problem-solver with the ability to process and resolve issues quickly. 
  
• You’re well-versed in the tools of the trade. We use Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic to help serve our customers. 
  
• This isn’t a stepping stone to another team at Healthie. You want to be part of our support team for a while, and you’re excited to continue to sharpen your skills in a customer-facing position. 

Introduce yourself to us as a colleague. We value great writers, so be yourself, be creative, and take your time with the application. Please submit a PDF cover letter explaining: 

• Tell us who you are and why you want this job at Healthie?
• Where are you based and what time zone are you in?
• Why do you work in customer support?

In your cover letter, answer these real-world support scenarios and reply to the customer like you would if you worked on our support team:

• A customer is requesting a feature we don’t currently support and we don’t know if we’re going to build it out in the future. 
• A customer signs in to Healthie and reports that the only thing they see on the screen is the left-hand sidebar. Everything else seems to be missing or doesn’t appear to be loading.
• You’re working with a customer who is upset about pricing and wants a discount. In this case we’re not able to offer a discount.

Interview Process

• Quick chat with Katie, Director of Talent (15 minutes)
• Interview with Justin, VP of Customer Support (30 minutes)
• Talk with folks from the support team: Frank and Fran (30 minutes)
• Interview with Tariq, COO and Erica, CEO (20 minutes)
• Final session with Justin (30 minutes)
• Reference checks

Healthie participates in e-verify