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The Role Provide empathetic email and phone support to healthcare platform members. Investigate app, device, and account issues; resolve tickets; manage escalations; document cases; protect HIPAA-regulated information; and communicate proactively with members and internal teams. Monitor support metrics, identify recurring issues, suggest process improvements, and use approved AI tools responsibly to improve support workflows. Summary Generated by

Built In About Hello Heart:

Hello Heart is on a mission to make heart attacks a thing of the past. We're an AI company focused exclusively on heart health, building a platform that predicts and prevents cardiac events before they happen—identifying risk up to 10 days in advance versus 10 years in traditional clinical models. This is already working at scale. Hello Heart has been shown to reduce inpatient hospital days by 47% and deliver ~$1,800 in annual savings per member. Hello Heart is the cardiac prevention partner to over 80% of large U.S. health plans and serves hundreds of public and private employers. We're defining how the #1 cause of death—heart disease—is managed in the AI era. Join us. About the Role We're looking for a User Support Specialist who brings empathy, clear communication, and strong problem-solving skills to help our members. Reporting to the Senior Manager of User Support, you will balance email and phone requests, investigate complex member issues, and help guide escalations to the right resolution. This role is a great fit for someone who takes pride in excellent service, enjoys solving challenging problems, and wants to help make support better for both our members and teammates. Responsibilities Manage our support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience. Investigate app, device, and account issues to find the cause, solve problems, and determine when more help is needed. Meet team goals for response times, member satisfaction, and ticket quality while solving issues quickly and accurately. Take ownership of support requests through resolution, effectively managing open tickets, tracking next steps, and proactively keeping members in the loop. Help members through difficult or sensitive situations with empathy, patience, and good judgment. Recognize issues that may affect multiple members or need further investigation, gather the key facts, and escalate them to the right team. Work closely with teammates and other departments, share clear updates, and raise concerns early when something could delay a resolution. Protect member information by following HIPAA guidelines and Hello Heart security policies. Stay current on product changes, identify common member challenges, and suggest ways to improve the member experience and support processes. Use approved AI tools to improve your own work and team processes. Check AI results for accuracy and protect private information. Qualifications Prior experience in customer support or technical support. Strong written and verbal communication skills, including the ability to explain technical issues in simple terms. Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when work gets busy. Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help. Experience using Zendesk or another customer support system. Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work, with an interest in learning new ways to use them. A quiet, private workspace that protects healthcare information. Compensation The US base salary range for this full-time position is $60,000 to $72,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only and do not include equity or benefits. Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page. Read Full Description Skills Required Prior experience in customer support or technical support Strong written and verbal communication skills, including explaining technical issues simply Strong problem-solving skills, good judgment, organization, and accuracy in a busy environment Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help Experience using Zendesk or another customer support system Experience using AI tools such as ChatGPT, Claude, or Gemini Quiet, private workspace that protects healthcare information Hello Heart Compensation & Benefits Highlights The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hello Heart and has not been reviewed or approved by Hello Heart. About This Summary Healthcare Strength — Healthcare benefits are considered strong, with an employer-verified health insurance rating of 4.7/5 and a benefits rating of 3.9/5 on one platform. Feedback suggests medical, dental, and vision coverage is comprehensive for employees and dependents. Equity Value & Accessibility — Equity/stock options are commonly included in compensation packages, signaling accessible ownership opportunities typical of venture-backed startups. This element is often cited alongside base pay as part of a competitive total rewards mix. Leave & Time Off Breadth — Time off policies are characterized as flexible or unlimited PTO, encouraging rest and balance. This breadth of leave is presented as part of a comprehensive startup package. Learn more about Hello Heart's Compensation & Benefits → Hello Heart Insights What's It Like to Work at Hello Heart? Hello Heart Culture & Values Hello Heart Career Growth & Development What's the Work-Life Balance Like at Hello Heart? Hello Heart Leadership & Management Hello Heart Company Growth, Stability & Outlook View all jobs at Hello Heart View Hello Heart Profile Report Job