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Product Support Specialist
2 weeks ago
Zivian's mission is to expand access to high-quality healthcare. Our expert guidance and software solutions simplify compliance, improve clinical quality, and streamline management of healthcare teams. This helps independent providers and healthcare organizations stay focused on their core competence: patient care.
We believe that a successful consumer product begins with a great experience for our users, and we are dedicated to building innovative tools and platforms that empower healthcare professionals and consumers alike, providing seamless access to resources, removing administrative burden, increasing compliance and insights that enhance health outcomes.
Zivian Health's mission is to expand access to high-quality healthcare by removing friction for providers and clinicians. Our Product Support Specialists are part of the front line of that mission relentless problem-solvers who combine empathy, precision, and technical understanding to ensure our customers succeed. This is not a call-center role. You will own the intersection of support, quality, and product improvement. You'll troubleshoot complex issues, collaborate with engineering on root cause analysis, and ensure product teams close the loop on recurring pain points. You'll know our platform better than anyone and use that knowledge to make it stronger. If you're energized by impact, urgency, and problem-solving under pressure read on.
Who You Are:- Empathetic and analytical you balance user care with data-driven logic.
- Fast and precise you handle volume without sacrificing quality.
- Technically fluent you can engage confidently with engineers and users alike.
- Unflappable under pressure you thrive when stakes are high and time is short.
- Relentlessly curious every support interaction is a chance to make the product better.
- A bridge-builder you create clarity and confidence across Product, Engineering, and Customer teams.
- Resolve Customer Issues: Diagnose and resolve incoming customer tickets with speed and accuracy whether technical, functional, or workflow-related.
- Act as the Voice of the User: Identify patterns in feedback, escalate recurring issues, and advocate for user needs within the product team.
- Collaborate with Product & Engineering: Work directly with PMs and engineers to triage bugs, verify fixes, and communicate solutions back to customers.
- Own Product Knowledge: Maintain deep familiarity with Zivian's platform architecture, data flows, and common edge cases to ensure precise troubleshooting.
- Support Testing & UAT: Partner with Product Managers during shaping and build cycles to validate functionality before release.
- Drive Operational Readiness: Document new product functionality, draft internal FAQs, and train internal stakeholders on feature changes.
- Close the Loop: Track product-related issues through resolution and verify customer satisfaction post-fix.
- Contribute to Learning: Capture insights from support interactions that inform discovery, shaping, and prioritization decisions.
- Build Self-Service Resources: Partner with Marketing or AM to update help content, in-app guidance, and support macros.
- Customer issues are resolved with speed, accuracy, and empathy.
- Feedback loops between Support, Product, and Engineering are tight and actionable.
- Repetitive issues decline because root causes are surfaced and addressed.
- Product launches roll out smoothly with minimal post-release friction.
- Documentation and knowledge bases stay up-to-date and effective.
- 25 years in product support, technical support, or customer success for SaaS or healthcare platforms.
- Working knowledge of application architecture concepts (APIs, integrations, data syncs).
- Strong troubleshooting instincts you find root causes, not just symptoms.
- Exceptional written and verbal communication skills you translate technical complexity into clarity.
- High accountability and ownership you follow issues through until resolution.
- Comfort using tools like HubSpot, Jira, GitHub, or similar platforms for ticketing and collaboration.
- Bonus: experience in healthcare operations, compliance, or healthtech integrations.
We offer flexibility in your work location For this role, you just need to be based within the US, allowing you to work where you feel most productive.
What Zivian Has for You:- A dynamic, diverse, and collaborative work environment.
- Fast-paced startup culture full of growth minded colleagues.
- A distributed team with opportunities for in-person collaboration.
- Competitive compensation and benefits package.
- A supportive, non-competitive work environment where the team truly cares about one another.
- Opportunities for continuous learning and professional growth.
- Flexibility in work location.
