Customer Support Specialist
Operations | San Francisco, CA | Full Time
At Vida, our mission is to eradicate chronic disease and transform people’s lives through improved health. There is huge potential to make an impact: 1 in 3 people in the U.S. has a chronic health condition, while 1 in 4 struggles with mental illness. Chronic conditions also represent a huge market opportunity at ~80% of our nation’s $3T in annual healthcare spend.
Vida is transforming healthcare through digital therapeutic programs and one-on-one health coaching and therapy to help individuals prevent, manage, and overcome chronic conditions. We apply data science and a human touch to drive a highly personalized experience through our easy-to-use mobile app. Our unique approach drives high user engagement, behavior change, and proven clinical outcomes.
Vida serves employees/members of Fortune 500 companies, large national payers, and leading health systems. We have both a B2C and B2B revenue model.
About the Role:
As Vida’s Customer Support Specialist, you will play a critical role in shaping the Vida support experience for our customers. You will assist customers and Vida team members who are experiencing technical issues that cannot be handled by Tier 1 or 2 support and work internally with Vida’s product and engineering teams on timely resolutions. You will also own the creation and maintenance of the support knowledge base and give input on how to improve operations throughout the support process. If you thrive in a fast-paced startup environment, enjoy working with both internal and external partners and customers, and want to be involved in the cutting edge of healthcare, this role may be for you.
Respond to and resolve support issues reported by customers or Vida team members with requisite consideration, empathy, and thoughtfulness
Become an expert on how Vida works and its day-to-day usage, helping our customers understand the features and all of the benefits pertaining to their specific needs
Handle technical escalations and bug investigations where Tier 1 and Tier 2 support cannot reasonably resolve an issue
Collaborate with our product and engineering teams in order to solve more complex issues
Serve as the internal point of contact and liaison for Vida’s third-party support team, providing assistance and training as needed
Identify and initiate changes to help scale our operations
Help manage and modify the Zendesk platform, processes, and reporting
Develop and maintain our knowledge base articles, FAQs, and troubleshooting documentation for internal and customer use
Report regularly on customer feedback to help drive product and process improvements
2-3 years of customer success or support experience in a growing and fast-paced technology company
Willing to work some nights and weekends
Comfortable handling technical and non-technical cases
Positive and optimistic personality - no problem is too big
Excellent listening and problem-solving skills with a passion for helping people
Outstanding written and oral communication skills, with the ability to explain technical problems or solutions to a non-technical audience
Strong time management, task management, organization, and prioritization skills
Empathy, desire to learn and grow
Nice to Have:
Experience working in the health and wellness space
Comfort and experience working in an external-facing capacity
Working knowledge of JIRA, Slack, and Zendesk
Experience with HTML/CSS
Benefits & Perks
Competitive compensation including stock options
A health-oriented office culture including walking 1:1s, healthy food & snacks, fitness challenges, and a monthly wellness stipend
Health, Vision, Dental Benefits
FSA and Commuter benefits
401K (no company match at this time)
ABOUT VIDA HEALTH: Vida is a next generation continuous care platform for both consumers and businesses, combining a consumer mobile app, an enterprise care platform offering on demand 24/7 solutions for chronic conditions. Vida platform runs in the cloud, captures real-time data from 100+ devices and apps, and integrates back to the employer, payer, and provider. 133 million people in the U.S. live with a chronic condition, 70% of the $3T healthcare spend in the U.S. goes to preventable chronic conditions.