Customer Support Specialist

Customer support role focused on ensuring positive user interactions for Bloomlife, a healthcare startup specializing in prenatal care technology. The role involves engaging with patients and healthcare providers, resolving issues, and driving service improvements.

Location: Remote (US)

Responsibilities

• Manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) to maintain a positive company image.
• Respond to questions and requests for technical assistance from patients, resolving problems or escalating issues as needed.
• Take ownership of the patient journey from order to offboarding, ensuring positive experiences.
• Monitor patient adherence and follow-up proactively with patients showing signs of poor adherence or issues.
• Respond to requests from healthcare providers and follow-up with their patients.
• Establish trusted relationships with healthcare providers to ensure positive experiences.
• Report field observations to sales, marketing, and the whole company to drive improvements.
• Identify and nurture customer advocates, collect user stories, and assist in creating testimonials and marketing material.
• Uncover needs and opportunities to improve user experience and develop new products or content.
• Collect and analyze customer satisfaction data and surveys to monitor happiness and drive retention.
• Handle and report user complaints following SOPs.

Requirements

• Experience in customer-facing roles in healthcare handling PHI.
• Familiarity with CRM systems and practices, specifically Intercom, and ability to learn new software quickly.
• Comfort with using spreadsheets and databases.
• Experience interpreting and summarizing feedback and data to drive improvements.
• Ability to speak a second language is a plus.
• Strong communication skills, attention to detail, problem-solving skills, and sound judgment.
• Organized, able to prioritize and handle a large volume of tasks from multiple channels.
• Team player and collaborator.

Benefits

• Join a recognized startup with awards and FDA clearance for its prenatal wearable technology.
• Work with a passionate, international team dedicated to using technology for better living.
• Be an early member of a growing startup with visibility to founders, shaping products, and impacting lives.
• Opportunities for personal and career development.
• Flexible work environment and remote work culture.
• Remote position based in the USA, starting at 20 hours/week with potential to grow into full-time within a year.