About the Role

We are looking for a Senior User Support Specialist to support our Hello Heart users with empathy, technical expertise, and strong judgment. Reporting to our Senior Manager of User Support, you will have the autonomy to guide complex escalations to resolution, serve as a vital user advocate cross-functionally, and spearhead meaningful projects outside of the ticketing queue. This role is designed for someone who finds joy in problem-solving, thrives under self-direction, and is excited by the opportunity to turn complex user issues into clear and lasting resolutions.

Responsibilities

• Lead by example in the queue by maintaining consistent ticket volume, with a high-quality of ticket handling across emails and phone calls, meeting established Service Level Agreements (SLAs) and driving high Customer Satisfaction (CSAT) scores.
• Champion our user experience by guiding users through complex, time-sensitive, and high-visibility escalations from problem discovery to positive resolution.
• Drive automation and AI innovation, actively seeking out process optimization by leveraging existing AI and automation tools, or independently building new solutions to eliminate manual workflows and elevate team efficiency.
• Safeguard member trust and protect member privacy by handling all communication and complex escalations in strict accordance with HIPAA and Hello Heart’s security policies across all support interactions.
• Identify, document, and troubleshoot hardware and software issues, clearly conveying user impact to our internal teams.
• Partner cross-functionally within support and across other departments to surface recurring issues and shape lasting improvements to the user experience.
• Keep teams aligned by communicating early when priorities, dependencies, or tradeoffs may affect quality, accuracy, or timelines.
• Optimize support resources by staying up to date on product developments to continuously refine support workflows, strengthen documentation (FAQs, macros), and elevate the team's efficiency.
• Take the lead on meaningful initiatives outside the ticketing queue, helping to define, measure, and report on projects that improve our operations without compromising core support duties.

Qualifications

• Exceptional written and verbal communication skills, with a proven ability to de-escalate sensitive situations and translate complex technical issues into clear, empathetic user guidance.
• A demonstrated track record of working independently to manage complex workflows, make sound judgments, and collaborate cross-functionally.
• A proven track record and genuine interest in leveraging AI tools for problem-solving and process improvement.
• Experience with Zendesk (or a comparable ticketing platform).
• Ability to work Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time. Ability to be actively available during scheduled shifts to provide live, reliable member support while maintaining a private, secure workspace suitable for handling Protected Health Information (PHI) and Personally Identifiable Information (PII).

Preferred Qualifications

• Experience in a HIPAA-regulated or other privacy-sensitive environment.
• Working proficiency or fluency in spoken and written Spanish.

The US base salary range for this full-time position is $70,000 to $85,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only, and do not include equity or benefits.