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MedScout is building a revenue acceleration platform for medical device and diagnostic companies, combining medical claims intelligence with intuitive tools for sales professionals. This is a foundational Customer Support & Enablement Specialist role—the first dedicated hire to own support operations end-to-end, freeing the customer success team to focus on strategy and expansion.
You'll be the primary support contact managing inbound product questions via Intercom, handling user account provisioning, territory assignment, and billing discrepancies. You'll triage technical issues with clear reproduction steps for engineering escalation and investigate account administration needs.
Beyond reactive support, you'll build the systems that scale: expanding Intercom from live chat into a full self-serve platform with a knowledge base, help center, workflows, automation, and resolution bot. You'll create documentation and FAQs that prevent repetitive tickets, deliver one-off training for new or stuck users, and partner with product marketing on customer-facing content.
The ideal candidate has 1–3 years in B2B SaaS customer support, support ops, or technical support roles. You've configured support platforms (Intercom, Zendesk, etc.) hands-on—not just worked inside them. You write clearly, turn messy bug reports into reproducible tickets, and explain fixes to non-technical users. You're energized by building repeatable systems and picking up new tools quickly. Bonus: Intercom admin experience, healthcare/life sciences background, or startup experience.
You'll report to the VP of Customer Success as an individual contributor with significant latitude to shape the support function. The company operates with a remote-first culture, quarterly onsites, and values diligent preparation, earning trust, learning-driven iteration, and driven curiosity. Benefits include full healthcare coverage, vision, dental, 401k, and generous learning/development budgets.
