[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Bloomlife Inc is an award-winning start-up focused on rethinking prenatal care and improving the lives of families globally. They are seeking a Customer Support Specialist to manage user interactions, ensuring positive experiences for both patients and healthcare providers while driving improvements in services and products based on user feedback.

Responsibilities

• You manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) using digital communication tools to ensure a positive company image is maintained
• Respond directly to questions and requests for technical assistance from patients by identifying and resolving problems or as needed escalating issues to the product and technical teams
• Take ownership of the patient journey, from order to offboarding, and do whatever is necessary to ensure every patient has a positive experience
• Monitor patient adherence and proactively follow-up with patients who show signs of poor adherence or other issues
• Respond directly to requests from healthcare providers, and follow-up with their patients as needed
• Establish a trusted relationship with healthcare providers and do everything to ensure they have a positive experience with Bloomlife
• You are the eyes and the ears of the company. You drive improvements in our services and products by reporting back what you see in the field to the sales and marketing team and to the whole company
• Identify and nurture customer advocates and collect user stories that capture our value proposition. Bring these stories back to the team and with the marketing team to help craft testimonials and marketing material
• Uncover underlying needs and identify opportunities to improve the end-to-end user experience and where new products or content can be developed to better inform, empower, and delight our users
• You will help collect and make sense of customer satisfaction data and customer surveys to monitor user happiness, make adjustments for individual customers, and drive customer retention
• Handle and report user complaints following the company’s standard operating procedures (SOP)

Skills

• You absolutely love helping people
• You recognize that pregnancy is a sensitive time in a parent's life, that we are privileged to be welcomed into their journey to parenthood, and can empathize with their needs and concerns
• You understand that healthcare providers have busy and stressful work schedules, and that we have the opportunity to support them in their day-to-day work and help make their work more efficient
• You go above and beyond to create valuable and memorable experiences for users
• You are organized, can prioritize and handle a large volume of tasks including incoming requests from multiple channels
• You have exceptional communication skills
• You have strong attention to detail
• You possess strong problem solving skills and demonstrate sound judgement
• You are a team player and collaborate well
• Experience in customer facing roles in healthcare handling PHI
• Familiarity with CRM systems and practices, specifically Intercom and an ability to learn new software quickly
• You are comfortable with using spreadsheets and databases
• You have experience interpreting and summarizing feedback and data to drive improvements
• Ability to speak a second language is a plus

Benefits

• We offer a flexible work environment and remote work culture.

Company Overview