[Hiring] Senior Support Specialist @H1

Role Description

As a Senior Support Specialist, you will be the most senior on our Support team and the go-to expert for our most complex customer issues. You will own escalations, lead projects across teams, and mentor other members of the team. You will work with very little direction, set your own priorities, and help shape how Support works at H1.

• Own complex, escalated issues from start to finish, and escalate appropriately when needed.
• Receive, answer, solve, or route tickets in Zendesk, working closely 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 the subject matter expert for one or more areas of the H1 product offerings.
• Determine methods and procedures on new or special assignments and coordinate the work of others.
• Lead small project teams: set milestones, give direction, and keep stakeholders and partner teams updated.
• Own your own prioritization and give input on priorities for more junior team members.
• Anticipate issues and blockers before they hit customers and turn ticket trends and insights into solutions.
• Identify operational and data risks that block execution and build solutions for them.
• Mentor and coach team members and lead the day-to-day activities of others when needed.
• Create, update, and own technical documentation and SOPs.
• Maintain a strong attention to detail and take accountability for the accuracy of your work.

Qualifications

• 6+ years in a customer-facing support role, including 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 (e.g. Zendesk, JIRA, 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), with the ability to communicate clearly with senior stakeholders.
• Ability to distill complex concepts for different 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 their own priorities.
• Dedicated, detail-oriented, and accountable for the accuracy of your work.
• 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.

Requirements

• Due to data access requirements, you must be authorized to work in the US without additional sponsorship.

Benefits

• Full suite of health insurance options, in addition to generous paid time off.
• Pre-planned company-wide wellness holidays.
• Retirement options.
• Health & charitable donation stipends.
• Impactful Business Resource Groups.
• The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe.