[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Bloomlife Inc is an award-winning start-up focused on rethinking prenatal care and improving the lives of families globally. They are seeking a Customer Support Specialist to manage user interactions, ensuring positive experiences for both patients and healthcare providers while driving improvements in services and products based on user feedback.ResponsibilitiesYou manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) using digital communication tools to ensure a positive company image is maintainedRespond directly to questions and requests for technical assistance from patients by identifying and resolving problems or as needed escalating issues to the product and technical teamsTake ownership of the patient journey, from order to offboarding, and do whatever is necessary to ensure every patient has a positive experienceMonitor patient adherence and proactively follow-up with patients who show signs of poor adherence or other issuesRespond directly to requests from healthcare providers, and follow-up with their patients as neededEstablish a trusted relationship with healthcare providers and do everything to ensure they have a positive experience with BloomlifeYou are the eyes and the ears of the company. You drive improvements in our services and products by reporting back what you see in the field to the sales and marketing team and to the whole companyIdentify and nurture customer advocates and collect user stories that capture our value proposition. Bring these stories back to the team and with the marketing team to help craft testimonials and marketing materialUncover underlying needs and identify opportunities to improve the end-to-end user experience and where new products or content can be developed to better inform, empower, and delight our usersYou will help collect and make sense of customer satisfaction data and customer surveys to monitor user happiness, make adjustments for individual customers, and drive customer retentionHandle and report user complaints following the company’s standard operating procedures (SOP)SkillsYou absolutely love helping peopleYou recognize that pregnancy is a sensitive time in a parent's life, that we are privileged to be welcomed into their journey to parenthood, and can empathize with their needs and concernsYou understand that healthcare providers have busy and stressful work schedules, and that we have the opportunity to support them in their day-to-day work and help make their work more efficientYou go above and beyond to create valuable and memorable experiences for usersYou are organized, can prioritize and handle a large volume of tasks including incoming requests from multiple channelsYou have exceptional communication skillsYou have strong attention to detailYou possess strong problem solving skills and demonstrate sound judgementYou are a team player and collaborate wellExperience in customer facing roles in healthcare handling PHIFamiliarity with CRM systems and practices, specifically Intercom and an ability to learn new software quicklyYou are comfortable with using spreadsheets and databasesYou have experience interpreting and summarizing feedback and data to drive improvementsAbility to speak a second language is a plusBenefitsWe offer a flexible work environment and remote work culture.Company OverviewBloomlife is an award winning women’s health company solving the most significant yet underserved global challenges today in maternal health. It was founded in 2014, and is headquartered in San Francisco, California, USA, with a workforce of 11-50 employees. Its website is https://www.bloom-life.com/.