User Support Specialist

Hello Heart

. Manage the support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience .

Posted 10/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $60,000 - $72,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving abilities and effective communication skills to manage customer support inquiries while adhering to HIPAA guidelines. Proficient in using customer support systems and AI tools to enhance member experience and streamline processes.

Highest-signal resume keywords

Customer Support ExperienceStrong Written And Verbal CommunicationProblem-Solving SkillsExperience With ZendeskFamiliarity With AI Tools

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyPatienceGood JudgmentOrganizational SkillsOpen To Feedback

Tools & Technologies

ZendeskChatGPTClaudeGeminiAI Tools

Industry Keywords

HIPAA GuidelinesMember ExperienceSupport Queue ManagementTicket QualityTechnical Support

About the role

Key responsibilities & impact

Manage the support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience
Investigate app, device, and account issues to find the cause, solve problems, and determine when more help is needed
Meet team goals for response times, member satisfaction, and ticket quality while solving issues quickly and accurately
Take ownership of support requests through resolution, managing open tickets, tracking next steps, and proactively keeping members informed
Support members through difficult or sensitive situations with empathy, patience, and good judgment
Identify issues affecting multiple members or requiring further investigation, gather key facts, and escalate them appropriately
Collaborate with teammates and other departments, share clear updates, and raise concerns early
Protect member information by following HIPAA guidelines and Hello Heart security policies
Stay current on product changes, identify common member challenges, and suggest improvements to member experience and support processes
Use approved AI tools to improve individual and team processes, verify AI output accuracy, and protect private information

Requirements

What you’ll need

Prior experience in customer support or technical support
Strong written and verbal communication skills, including the ability to explain technical issues in simple terms
Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when work gets busy
Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help
Experience using Zendesk or another customer support system
Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work, with an interest in learning new ways to use them
A quiet, private workspace that protects healthcare information

Benefits

Comp & perks

Positive, diverse, and supportive culture
Collaborative, creative, and courageous work environment
Full-time position