Customer Support Specialist

2 hours ago

Austin, Texas, United States HAPPY HEALTH Full time

The Customer Support Specialist is a service-oriented position that helps navigate clients along their journey at Happy Health. This role delivers fast, empathetic, and accurate support across digital and phone channels to assist clients with technological and on-boarding issues, financial and program-related questions, as well as scheduling and case escalation to clinical and non-clinical resources within the Happy Health program. This position is execution-focused and emphasizes excellence in day-to-day support operations, documentation, and problem-solving.

About Happy Health Inc

Happy Health is an Austin-based biotech company with $60M in venture financing and a mission to reinvent healthcare through at-home diagnostics and remote patient monitoring.

Description

Key Responsibilities:

  • Customer Support
  • Provide exceptional support across phone, email, chat, and other channels with a client-first, high-empathy approach.
  • Help clients understand the start-to-finish clinical journey; proactively reduce confusion and friction.
  • Facilitate client onboarding and success with our smart ring, mobile app, and digital care platform.
  • Troubleshoot common technical and account issues; clearly document findings and escalate complex cases as needed.
  • Assist with appointment scheduling, rescheduling, and coordination to ensure clients can access care smoothly.
  • Resolve ecommerce, order status, and payment issues (refunds, failed payments, invoice questions) in a timely, accurate manner.
  • Operational Excellence & Documentation
  • Maintain accurate records in internal systems (CRM/ticketing/EHR tools as applicable), including clear issue summaries, actions taken, and next steps.
  • Follow established workflows/SOPs and meet defined service level expectations (response time, resolution time, CSAT).
  • Monitor recurring client issues and tag/report trends (e.g., app bugs, device concerns, common therapy questions) to the appropriate individuals.
  • Device, Fulfillment & Logistics Support
  • Support fulfillment and reverse logistics processes, including shipping, device handling, returns, ingestion, kit preparation, and inventory-related tasks.
  • Prepare, document, and manage client device components/kits; ensure chain-of-custody and accuracy where required.
  • Assist with periodic audits and inventory checks; flag discrepancies promptly.

Required Qualifications:

  • 4+ years in customer-facing roles requiring outstanding service and strong administrative execution, including at least 2 years in healthcare coordination.
  • Excellent organization skills and a strong commitment to documentation.
  • Proven track record of exceeding customer satisfaction and retention goals.
  • Tech-savvy and able to learn new technologies quickly
  • Excellent communication, interpersonal, and negotiation skills.
  • Data-driven approach to problem-solving and continuous improvement.
  • Proficiency in customer support software and relevant CRM systems.

Preferred Qualifications:

  • Previous employment at a technology start-up company.
  • Experience working with clients in a telehealth setting.
  • Familiarity with Healthie (EHR), Telescope, Candid and Atlassian product suite.
  • Bachelor's degree

Work Environment:

100% in-office at our headquarters in Austin. Team is hybrid, with a physical office in Austin, TX. Direct peers are distributed throughout the continental US.

Benefits:

  • Salary range is $55,000 to $65,000 annually. Subject to change based on experience.
  • Completely covered Health, Dental, and Vision Insurance for employees. Partial coverage for dependents.
  • Retirement planning through a 401k
  • WFH Stipend
Salary

$55,000 - $65,000 per year

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