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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex customer issues and leading cross-functional teams to drive operational improvements. Proficient in utilizing ticketing systems and creating technical documentation while maintaining a strong focus on customer satisfaction and detail-oriented execution.
Highest-signal resume keywords
Zendesk ExperienceJIRA Project ManagementB2B SaaS EnvironmentMentoring and CoachingSQL Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportIssue TrackingOperational ImprovementTechnical DocumentationData Analysis
Soft Skills
Strong CommunicationOrganizational SkillsEmpathy for CustomersSelf-StarterAttention to Detail
Tools & Technologies
ZendeskJIRASalesforceAWS AthenaMS ExcelG-Suite
Industry Keywords
HealthcareLife SciencesData ProductsSOP WritingHelp Center Content
Tech Stack
Tools & technologiesAWSSQL
About the role
Key responsibilities & impact- Own complex, escalated customer issues from start to finish
- Receive, answer, solve, or route tickets in Zendesk
- Collaborate with Customer Success, Data, Engineering, and Product
- Construct and execute plans to identify, escalate, and remediate operational challenges
- Drive Jira escalations with Engineering and Product
- Replicate and validate bugs for proper categorization
- Serve as subject matter expert for areas of H1 product offerings
- Determine methods and procedures for new or special assignments
- Coordinate the work of others
- Lead small project teams, set milestones, give direction, and update stakeholders
- Prioritize own work and provide input on junior team priorities
- Anticipate customer-impacting issues and blockers
- Turn ticket trends and insights into solutions
- Identify operational and data risks and build solutions
- Mentor and coach team members
- Lead day-to-day activities of others when needed
- Create, update, and own technical documentation and SOPs
- Maintain attention to detail and accountability for work accuracy
Requirements
What you’ll need- Must be authorized to work in the US without additional sponsorship
- 6+ years in a customer-facing support role
- At least 2 years at a senior, lead, or escalation level
- Previous experience within a B2B SaaS business environment
- Hands-on experience with ticketing and issue-tracking systems such as Zendesk, JIRA, or Salesforce
- Track record of leading projects or process improvements with cross-functional teams
- Experience mentoring, training, or guiding other support team members
- Fluent in English, written and spoken
- Ability to communicate clearly with senior stakeholders
- Ability to distill complex concepts for audiences with varying levels of technical expertise
- Strong organizational skills and ability to manage multiple issues and projects at once
- Self-starter who works independently with very little direction and sets own priorities
- Dedicated, detail-oriented, and accountable for work accuracy
- Demonstrates empathy for the customer
- Preferred: SQL skills, AWS Athena & S3 Buckets, API, MS Excel, G-Suite, etc.
- Preferred: Experience with healthcare, life sciences, or data products
- Preferred: Experience writing SOPs, knowledge base, or help center content
Benefits
Comp & perks- Full suite of health insurance options
- Generous paid time off
- Pre-planned company-wide wellness holidays
- Retirement options
- Health stipend
- Charitable donation stipend
- Equity in the form of Restricted Stock Units
- Opportunity to work with leading biotech and life sciences companies in an innovative industry
- Equal opportunity and inclusive workplace commitment