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Scene Health is solving medication non-adherence through a 360° model of care combining personalized video coaching, education, and motivational content. The company connects patients with pharmacists, nurses, and health coaches via a mobile app for daily video check-ins.
As Senior Customer Support Specialist, you will be the primary owner of Tier 1 member support and the customer support function day-to-day. You'll respond to customer feedback, handle support tickets, troubleshoot issues, and manage customer SLAs directly. This is a hands-on role where you'll be the go-to person for technical issues and user support across internal and external stakeholders.
Key responsibilities include:
- Handle inquiries and troubleshoot issues via phone, email, and chat
- Guide customers through product features and resolve problems
- Maintain accurate records of customer interactions and feedback with reporting on issues and resolutions
- Work closely with Operations, Product, Tech, and Public Health teams to improve the customer experience
- Identify patterns in support tickets and recommend process improvements
- Manage customer SLAs and ensure timely resolution
- Communicate clearly during crisis moments, taking accountability and doing whatever it takes to make things right
You'll be equally comfortable resolving tickets personally and stepping back to spot systemic patterns that need process fixes. The role requires bilingual Spanish fluency to serve Scene Health's diverse customer base. You'll bring character, integrity, and accountability to every interaction, with a genuine commitment to understanding members and customers beyond their tickets—addressing the underlying problems they face.
