[Hiring] Client Technical Operations Specialist @b.well

Role Description

You'll be b.well's operational hub for B2B client support and with some end user support as needed — the person who owns the Jira Service Desk queue, triages every incoming client support ticket, resolves issues independently, manages end user support through Zendesk application, and makes sure we never miss an SLA response window.

This role is more than reactive support. You'll manage proactive client communications (maintenance notices, incident alerts, annual configuration planning), monitor file delivery alerts, relay client environment downtime notices to internal teams, and handle time-sensitive manual file processing. Working closely with the Developer Services Manager and subject matter experts across Engineering, Product, and Client Success, you'll own the volume so SMEs can focus on complex resolution. You'll also watch activation, early onboarding, and churn signals for lower-contract-value clients, surfacing risks before they become escalations.

This is a role for someone who is technically curious, genuinely client-focused, and takes personal ownership of response quality and proactive communication.

Qualifications

• 2+ years in a B2B SaaS technical support, client support, or operations role
• Experience in healthcare IT, digital health, or health data platforms
• Proven ability to triage technical issues independently — reproduce bugs, read error logs, and write precise issue descriptions without needing an SME on every ticket
• Proficiency in a ticketing or service desk system (Jira Service Desk, Zendesk, Pylon, Freshdesk, or similar), including queue management, ticket creation, and reporting
• Experience supporting client-facing workflows with defined SLA commitments
• Working knowledge of REST APIs, OAuth flows, and basic web architecture
• Excellent written communication: clear, calm, and professional under pressure
• Strong organization, with the ability to juggle multiple open tickets, competing priorities, and SLA deadlines at once
• Analytical problem-solving: the instinct to isolate the likely failure point in a multi-layer technical issue before escalating
• Comfort working cross-functionally with Engineering, Product, and Client Success

Requirements

• Ticket triage & first response (~30%)
• Own and monitor the Service Desk queue across all client projects
• Assess incoming tickets for severity, priority, and category
• Respond within contractual SLA windows
• Resolve Tier 1 issues and end user support requests independently
• Proactive follow-up with internal stakeholders to ensure timely client responses
• SLA management & escalation (~25%)
• Track every open ticket against contractual SLA commitments
• Draft and send proactive client-facing communications via CRM
• Manage 90/60/45-day outreach and planning for clients undergoing annual plan year or benefits configuration changes
• Technical triage of production & integration issues (~20%)
• Reproduce and characterize reported bugs
• Monitor client file alerting for delivery issues
• Operational metrics & client health monitoring (~15%)
• Review reporting dashboards for lower-contract-value clients
• Documentation & knowledge management (~10%)
• Document resolutions for recurring ticket types and build internal runbooks

Benefits

• Competitive salary range: $78,000 – $92,000 annually
• Medical, dental, and vision insurance
• 401(k)
• FSA and Dependent Care FSA
• Employee Assistance Program
• Company-paid lab testing benefit
• Voluntary benefits including pet insurance and legal services
• Paid time off and company holidays