[Hiring] Customer Support & Enablement Specialist @MedScout

Role Description

At MedScout, our mission is to empower MedTech commercial teams with the data, insights, and tools they need to deliver life-changing medical innovations to the patients who need them most. We're creating a best-in-class revenue acceleration platform that unites the latest medical claims intelligence with an intuitive user experience built specifically for sales professionals at medical device and diagnostic companies.

We're hiring a dedicated Customer Support & Enablement Specialist to own operational and technical work, allowing CSMs to focus on strategy and growth. You'll be the first point of contact for:

• Support and troubleshooting
• Account upkeep
• Building systems (docs, macros, a real knowledge base)

This is a foundational role for our support function. You'll report to the VP of Customer Success and work as an individual contributor from day one.

Qualifications

• 1–3 years in customer support, support ops, or technical support, ideally at a B2B SaaS company.
• Hands-on experience setting up tools like Intercom or Zendesk.
• Ability to write and troubleshoot clearly.
• Experience in building repeatable systems.
• Quick to pick up new tools.

Requirements

• Act as the primary support contact and manage Intercom Livechat.
• Provision and manage user accounts and permissions.
• Assign and refresh sales territories for new and existing users.
• Triage inbound issues and escalate to engineering or CS with clear repro steps.
• Investigate and resolve billing/invoicing discrepancies.
• Own and grow our Intercom instance beyond chat.
• Deliver one-off training for new or stuck users.
• Build out a knowledge base covering the most common questions.
• Partner with product marketing on customer-facing content.

Benefits

• Fully covered healthcare, plus vision, dental, and 401k.
• Remote-first culture with quarterly onsites.
• Generous budget for learning, development, and tools.
• Opportunity to execute your ideas.

Company Description

MedScout embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our work will be.

We will ensure that individuals with disabilities are provided reasonable accommodation who need it.