Senior 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:
The Senior Customer Support Specialist works as the primary escalation point for all bugs and technical issues within the Vida customer support team. The Senior Customer Support Specialist troubleshoots and resolves internal and external technical issues within the product, supporting Vida’s coaches, partnering enterprises, as well as individual clients. The Senior Customer Support Specialist works closely with the engineering and QE teams to troubleshoot and identify bugs within the client and coaching apps. This person also plays a key role as the voice of the support team during bug triage and sprint planning meetings to prioritize important bug fixes and product features. This person will also maintain internal support documentation required for operational work. This person will also support the internal providers with their questions, issues, documenting their work flows.
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
2-5 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 preferred
Comfort and experience working in an external-facing capacity
Working knowledge of JIRA, Slack, G-Suite preferred
Experience with Zendesk Suite (Support, Guide, Explore, Chat)
Experience with HTML/CSS
Experience with JSON specific for Zendesk preferred
Experience with troubleshooting technical issues
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.