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Salary: USD 66,500 - 77,000 / annual
Strive Health is transforming chronic disease management by identifying risk earlier, coordinating thoughtful care, and supporting patients through their health journey. This role is part of the support operations team, working in a hybrid environment with flexibility to work from home while fulfilling in-person needs at the office, clinic, or during patient home visits.
You will own complex support requests and incidents end-to-end in Freshservice, managing the full lifecycle from triage and prioritization through resolution, communication, documentation, and closure. You'll maintain accurate ticket data and SLA adherence, serving as an escalation point for issues requiring deeper troubleshooting or cross-functional coordination across hardware, software, and identity management systems. You'll identify recurring issues, automation opportunities, and process improvements that go beyond individual ticket resolution.
This role involves mentoring and coaching peers, sharing technical knowledge, and strengthening team capabilities through documentation and knowledge transfer. You'll work in a rapidly changing healthcare environment, supporting Strive's mission to reduce emergency visits, improve patient outcomes, and help people live fuller lives.
The team values proactive problem-solving, collaboration, and a commitment to meaningful impact. You'll be part of a culture where patients come first and team members show up for one another.
REQUIREMENTS:
- Proactive, higher-level mindset that looks beyond individual tickets to identify recurring issues, automation opportunities, and process improvements
- Experience mentoring or coaching peers and sharing technical knowledge
- Ability to strengthen team capabilities through documentation and knowledge transfer
- Relevant experience in a rapidly changing healthcare or regulated environment
- Proficiency with ticketing systems (Freshservice experience preferred)
- Strong communication and documentation skills
- Ability to manage complex escalations and coordinate across functional teams
