We are creating a healthier future by connecting the world with the right doctors.
The Role
Own complex customer support escalations, resolve and route tickets, coordinate with Customer Success, Data, Engineering, and Product, and drive bug investigations. Lead cross-functional projects, identify operational and data risks, develop solutions and documentation, mentor support teammates, and improve support processes while serving as a product subject matter expert.
Summary Generated by Built In
At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us.
WHAT YOU'LL DO AT H1
As a Senior Support Specialist, you will be the most senior on our Support team and the go-to expert for our most complex customer issues. You will own escalations, lead projects across teams, and mentor other members of the team. You will work with very little direction, set your own priorities, and help shape how Support works at H1.
- Own complex, escalated issues from start to finish, and escalate appropriately when needed.
- Receive, answer, solve, or route tickets in Zendesk, working closely with Customer Success, Data, Engineering, and Product.
- Construct and execute plans to identify, escalate, and remediate operational challenges.
- Drive Jira escalations with Engineering and Product; replicate and validate bugs for proper categorization.
- Serve as the subject matter expert for one or more areas of the H1 product offerings.
- Determine methods and procedures on new or special assignments and coordinate the work of others.
- Lead small project teams: set milestones, give direction, and keep stakeholders and partner teams updated.
- Own your own prioritization and give input on priorities for more junior team members.
- Anticipate issues and blockers before they hit customers and turn ticket trends and insights into solutions.
- Identify operational and data risks that block execution and build solutions for them.
- Mentor and coach team members and lead the day-to-day activities of others when needed.
- Create, update, and own technical documentation and SOPs.
- Maintain a strong attention to detail and take accountability for the accuracy of your work.
ABOUT YOU
You're the person others turn to when a problem is hard. You have handled tough escalations and unhappy customers, and you know how to turn a difficult situation into a strong relationship. You don't wait to be told what to do. You spot problems early, decide what matters most, and follow through. You've led projects with people who don't report to you, and you enjoy helping teammates grow. You ask why things are done a certain way and look for better ways to do them. You seek feedback from people outside your team, and you give it openly and respectfully. You care about the customer first and the team.
REQUIREMENTS
- Due to data access requirements, you must be authorized to work in the US without additional sponsorship
- 6+ years in a customer-facing support role, including at least 2 years at a senior, lead, or escalation level
- Previous experience within a B2B SaaS business environment
- Hands-on experience with ticketing and issue-tracking systems (e.g. Zendesk, JIRA, Salesforce)
- Track record of leading projects or process improvements with cross-functional teams
- Experience mentoring, training, or guiding other support team members
- Fluent in English (written and spoken), with the ability to communicate clearly with senior stakeholders
- Ability to distill complex concepts for different audiences with varying levels of technical expertise
- Strong organizational skills and ability to manage multiple issues and projects at once
- Self-starter who works independently with very little direction and sets their own priorities
- Dedicated, detail-oriented, and accountable for the accuracy of your work
- Demonstrates empathy for the customer
- Preferred: SQL skills, AWS Athena & S3 Buckets, API, MS Excel, G-Suite, etc.
- Preferred: Experience with healthcare, life sciences, or data products
- Preferred: Experience writing SOPs, knowledge base, or help center content
COMPENSATION
This role pays $65,000 to $80,000 year, based on experience, in addition to equity in the form of Restricted Stock Units.
Anticipated role close date: 02/01/2027
H1 OFFERS
- Full suite of health insurance options, in addition to generous paid time off
- Pre-planned company-wide wellness holidays
- Retirement options
- Health & charitable donation stipends
- Impactful Business Resource Groups
- The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe
H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.
H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Skills Required
- Authorization to work in the United States without additional sponsorship
- 6+ years of experience in a customer-facing support role
- At least 2 years of experience at a senior, lead, or escalation level
- Previous experience in a B2B SaaS business environment
- Hands-on experience with ticketing and issue-tracking systems such as Zendesk, Jira, or Salesforce
- Experience leading projects or process improvements with cross-functional teams
- Experience mentoring, training, or guiding support team members
- Fluent written and spoken English
- Ability to communicate clearly with senior stakeholders and explain complex concepts to varied audiences
- Strong organizational skills and ability to manage multiple issues and projects simultaneously
- Ability to work independently, self-prioritize, and operate with minimal direction
- Attention to detail, accountability, empathy, and customer focus
- SQL skills
- Experience with AWS Athena and S3 Buckets
- API experience
- Experience with Microsoft Excel and Google Workspace
- Experience in healthcare, life sciences, or data products
- Experience writing SOPs, knowledge base, or help center content
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The Company
What We Do
Access to medicine and healthcare is a basic human right. At H1, we believe access to the best healthcare information is also a basic human right, one that will be more important in the 21st century than ever before. Our commitment to creating a healthier future for everyone drives us to build and maintain the most current, accurate, and comprehensive healthcare knowledge base available, as well as the tools and intelligence to extract unparalleled insights to carry global healthcare forward.
Why Work With Us
We’re a team of people building products that help solve difficult problems in healthcare. We work through complex challenges every day, navigating ambiguity, wrestling with uncertainty, and pushing the boundaries of what’s possible–all while caring deeply about one another and the people we seek to help.
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