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Zocdoc is a leading digital health marketplace that empowers patients to find and book in-person or virtual care across all 50 US states, 200+ specialties, and 12,000+ insurance plans. The company's mission is to give patients market power by making healthcare work like other consumer industries—where quality improves and prices decrease through competition.
As an Enterprise Support Associate, you will own the end-to-end support experience for a portfolio of healthcare providers. You'll be the primary point of contact for provider support cases, ensuring they receive maximum value from Zocdoc's products and services. Your responsibilities include managing and resolving provider queries via email and phone, optimizing provider profiles, and proactively identifying opportunities for improvement.
Day-to-day activities include: managing support cases in Salesforce with full lifecycle ownership (triage, status updates, documentation, closure); resolving provider issues with timely, high-quality responses; escalating complex issues to appropriate internal teams (Enterprise Onboarding Partners, Client Success Managers, Account Executives, Implementation Services); collaborating cross-functionally to deliver a seamless provider experience; maintaining accuracy in provider data and communications; and meeting productivity and quality KPIs including case response times and satisfaction scores. You'll also participate in team meetings, training sessions, and process improvement initiatives while continuously learning new processes, tools, and product updates.
You should have 3+ years of customer support or customer success experience in service-based companies, with strong written and verbal communication skills. You're highly organized, analytical, and detail-oriented, thriving in fast-paced environments. You're proficient in MS Excel and CRM tools like Salesforce, willing to work US shifts and collaborate with global teams, and passionate about improving healthcare through technology. The role values customer focus, empathy, multitasking, independent and collaborative work, resilience, and commitment to continuous learning.
