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About CarePortals
CarePortals is developing key infrastructure for direct-to-consumer telehealth services. The platform integrates E-commerce, EHR, CRM, patient experience, and operational workflows to help digital health brands launch more quickly, manage operations efficiently, and scale confidently. CarePortals aims to be the foundational layer supporting modern telehealth brands.
Role Overview
We are searching for a Product Support Specialist to enhance and elevate the support experience at CarePortals. This role transcends conventional customer support, placing you centrally in how clients interact with the platform daily. You will assist in resolving technical issues, guide customers through product workflows, and maximize their use of the platform.
Key Responsibilities
- Deliver Tier 1 support via Slack, email, and ticketing systems, maintaining prompt and professional communication.
- Help telehealth providers, direct-to-consumer brands, and operations teams with platform functions, patient workflows, and operational queries.
- Diagnose product, configuration, and workflow challenges within the CarePortals platform.
- Identify causes of issues and collaborate with engineering to escalate and resolve problems, incorporating customer feedback into platform improvements.
- Develop expertise to guide customers effectively in platform navigation and telehealth operational best practices.
- Create and maintain support materials including help documentation, troubleshooting guides, and playbooks.
- Contribute to building a scalable, high-quality support function at the company.
Candidate Profile
- Minimum 3 years' experience in product, technical, or SaaS support roles.
- Background in telehealth, digital health, healthcare operations, or working with EHR/EMR platforms.
- Strong sense of ownership and ability to work independently in a fast-paced startup setting.
- Experience collaborating cross-functionally with engineering and product teams.
- Sound judgment for prioritization, escalation, and communication with customers.
- Excellent verbal and written communication skills.
Preferred Qualifications
- Exposure to SaaS platforms with complex operational or workflow requirements.
- Knowledge of APIs, webhooks, integration processes, or technical support environments.
- Experience supporting end-users (patients) in telehealth or digital health sectors is a significant asset.
Success Indicators
- Prompt and reliable customer support delivery.
- Effective triage and resolution of issues, accompanied by clear communication.
- Meaningful, actionable escalations to engineering.
- Progressive improvement of documentation and support playbooks.
- Development of a structured, scalable support system reducing reliance on informal knowledge sharing.
Why Join CarePortals?
- Opportunity for high ownership in shaping support operations within a growing organization.
- Direct impact on the experience of burgeoning digital health brands.
- A startup atmosphere featuring a small team, high trust, rapid decision-making, and leadership visibility.
- Mission-focused work contributing to better healthcare access through software innovation.
- Competitive compensation with an Employee Stock Option Plan (ESOP).