Customer Support – Enablement Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support & Enablement Specialist building support systems for MedScout’s medical claims intelligence platform. Managing Intercom, troubleshooting users, and enabling self-service for MedTech sales teams.
Responsibilities:
- Act as the primary support contact and manage Intercom Livechat for inbound product navigation and usage questions
- Provision and manage user accounts and permissions
- Assign and refresh sales territories for new and existing users
- Triage inbound issues and escalate appropriate issues to engineering or customer success with clear reproduction steps, logs, screenshots, and Jam/Loom recordings
- Investigate and resolve billing and invoicing discrepancies, involving finance as needed
- Evaluate, configure, and roll out Intercom help center, knowledge base, workflows, automation, and resolution bot capabilities
- Deliver one-off training for new or stuck users
- Build a knowledge base covering common customer questions
- Partner with product marketing on customer-facing content
- Report to the VP of Customer Success as an individual contributor
- Participate in the interview process, including an introduction call, background deep dive, practical exercise, and values interview
Requirements:
- 1–3 years of experience in customer support, support operations, or technical support, ideally at a B2B SaaS company
- Direct experience supporting B2B SaaS customers
- Hands-on experience configuring a support platform such as Intercom or Zendesk
- Experience setting up help centers, macros, workflows, or bots
- Ability to write clear, reproducible bug reports
- Ability to explain fixes to non-technical users
- Ability to build repeatable support systems and knowledge bases
- Ability to learn new tools quickly
- Experience administering Intercom specifically, including Fin/resolution bot, product tours, or workflows is a bonus
- Experience in healthcare, life sciences, or health-tech SaaS is a bonus
- Experience in a fast-paced startup is a bonus
- Alignment with MedScout’s core values: Effort on our inputs, Earn Trust, Learning Organization, and “Top Right” is the Expectation
- Must answer whether based in the US
- Must disclose whether sponsorship to work in the US is currently or potentially required
Benefits:
- Fully covered healthcare, plus vision, dental, and 401k
- Remote-first culture with quarterly onsites
- Generous budget for learning, development, and tools that make you more effective
- Reasonable accommodation for individuals with disabilities
- Opportunity to execute ideas with support from the company
Similar Jobs
Customer Care Representative – Life Insurance
Customer Care Representative supporting Transamerica’s insurance, retirement, and annuity customers. Researching inquiries, resolving issues, and delivering personalized service in a remote call-center environment.
Field Support Representative
Field Support Representative providing hands-on technical support for AWC membrane water-treatment systems. Troubleshooting, commissioning, cleaning, training, and optimizing customer installations across Southern California.
Customer Service Representative
Remote Customer Service Representative helping Cigna patients understand pharmacy benefits. Handling calls, prescriptions, shipments, documentation, and coverage concerns.
Floating Medical Office Customer Service
Temporary remote customer service coverage for medical practices, supporting scheduling, insurance, referrals, and EMR workflows. Adapting rapidly to different U.S. medical office systems and procedures.
Customer Service Representative
Remote customer service representative supporting consumers of major brands. Handling inquiries, sales opportunities, troubleshooting, and customer records for Pennsylvania residents.
Customer Service Specialist
Customer Service Specialist processing medical record requests for HealthMark Group, a health information management company. Maintaining HIPAA confidentiality, monitoring requests, and providing phone support remotely.
Customer Service Representative
CSR Specialist handling complex customer inquiries, technical support, orders, pricing, and sales for Motion Industries’ industrial parts distribution business. Coaching representatives and coordinating inventory fulfillment to meet customer needs.
Customer Service Representative
CVS Health customer service representative supporting members, employers, and healthcare providers with benefits and claims. Resolving inquiries remotely while improving customer satisfaction and first-call resolution.
Travel Consultant, Training and Support Specialist
Travel training specialist teaching corporate travel agents GDS best practices and supporting crises in real time. Helping WTS simplify business travel through Sabre expertise, process testing, and cross-department projects.
Customer Service Representative
Customer Service Representative I processing orders and managing accounts for Covia, a diversified industrial minerals solutions provider. Coordinating logistics, resolving invoice blocks, and supporting customers remotely.
Assistant Director, Customer Experience
Assistant Director building Allied Roofing Partners’ customer-experience contact center for its multi-brand roofing portfolio. Personally handling leads, then recruiting and scaling CSR operations remotely.
Customer Support Advisor, German
Customer Support Advisor providing bilingual technical support for Gigs, a telecom-as-a-service platform, through Otonomee. Resolving issues, managing tickets, and improving customer support processes remotely from Portugal.
Customer Experience Architect
Customer Experience Architect designing Vacatia’s hospitality technology ecosystem across CRM, contact center, AI, and data platforms. Owning architecture, vendors, launches, reliability, and continuous CX optimization.
Atención al Cliente – Pagos Puntuales y Quincenales
Asesor telefónico remoto atendiendo consultas de clientes Claro postpago para MDY, empresa transnacional de BPO y telecomunicaciones. Resolución de dudas mediante llamadas en turno PM.
Customer Service Coordinator, PCO
Remote Customer Service Coordinator resolving pharmacy client cases for Enclara Pharmacia. Monitoring Salesforce queues, researching quality issues, and coordinating timely resolutions.
Live Support Specialist
eBay Live Support Specialist supporting collectors and sellers during live shows, auctions, payments, and post-sale transactions. Resolving customer issues across chat, phone, and email for eBay’s collectibles marketplace.
Customer Support Specialist
Customer Support Specialist resolving complaints and requests for Skylum’s AI-powered photo editing software. Converting potential customers through product-benefit guidance via chat and email.
Customer Service Call Center
Patient Advocate Representative handling patient calls, insurance verification, authorizations, and reorder processing. CCS Medical delivers home medical supplies and chronic care management nationwide.
Customer Support Specialist
Customer Support Specialist helping German property managers use Impower’s SaaS platform. Resolving product issues and improving workflows with Product and Engineering teams.
Customer Service Advisor
Remote Customer Service Advisor supporting appliance warranty registrations, returns, and replacement orders. Serving a home-appliance solutions business supplying retailers, consumers, and B2B customers.