User Support Specialist

We're looking for a User Support Specialist who brings empathy, clear communication, and strong problem-solving skills to help our members. Reporting to the Senior Manager of User Support, you will balance email and phone requests, investigate complex member issues, and help guide escalations to the right resolution. Hello Heart is an AI company focused exclusively on heart health, building a platform that predicts and prevents cardiac events before they happen.

Responsibilities

Manage the support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience; Investigate app, device, and account issues to find the cause, solve problems, and determine when more help is needed; Meet team goals for response times, member satisfaction, and ticket quality while solving issues quickly and accurately; Take ownership of support requests through resolution, effectively managing open tickets, tracking next steps, and proactively keeping members in the loop; Help members through difficult or sensitive situations with empathy, patience, and good judgment; Recognize issues that may affect multiple members or need further investigation, gather the key facts, and escalate them to the right team; Work closely with teammates and other departments, share clear updates, and raise concerns early when something could delay a resolution; Protect member information by following HIPAA guidelines and Hello Heart security policies; Stay current on product changes, identify common member challenges, and suggest ways to improve the member experience and support processes; Use approved AI tools to improve your own work and team processes, checking AI results for accuracy and protecting private information

Requirements

Prior experience in customer support or technical support; Strong written and verbal communication skills, including the ability to explain technical issues in simple terms; Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when work gets busy; Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help; Experience using Zendesk or another customer support system; Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work, with an interest in learning new ways to use them; A quiet, private workspace that protects healthcare information