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Salary: USD 60,000 - 72,000 / annual
Hello Heart is an AI-driven cardiac prevention platform that predicts and prevents heart attacks before they occur—identifying risk up to 10 days in advance compared to traditional clinical models. The company serves over 80% of large U.S. health plans and hundreds of employers, demonstrating measurable impact: 47% reduction in inpatient hospital days and ~$1,800 annual savings per member.
As a User Support Specialist, you will be the frontline support for Hello Heart members, reporting to the Senior Manager of User Support. You will manage a support queue balancing email and phone requests, investigate complex member issues spanning app functionality, device integration, and account problems, and guide escalations to appropriate resolution paths.
Key responsibilities include:
- Managing support queue with timely responses, accurate documentation, and excellent member experience
- Investigating and resolving app, device, and account issues, determining when escalation is needed
- Meeting team goals for response times, member satisfaction, and ticket quality
- Owning support requests end-to-end, managing open tickets and proactively communicating status
- Handling sensitive situations with empathy and good judgment
- Identifying systemic issues affecting multiple members and escalating with clear facts
- Collaborating cross-functionally with clear communication and early issue flagging
- Maintaining HIPAA compliance and Hello Heart security protocols
- Staying current on product changes and suggesting improvements to member experience and support processes
- Using approved AI tools to enhance your work while verifying accuracy and protecting private information
Requirements:
- Prior experience in customer support or technical support
- Strong written and verbal communication skills, including ability to explain technical issues simply
- Strong problem-solving skills, good judgment, and ability to stay organized and accurate under pressure
- Openness to feedback, willingness to learn from mistakes, and comfort sharing ideas or asking for help
- Experience using Zendesk or another customer support system
- Experience using AI tools (ChatGPT, Claude, Gemini, or similar) to solve problems or improve daily work, with interest in learning new applications
- Access to a quiet, private workspace that protects healthcare information
