Customer Success

Clinical Customer Success Agent

San Francisco, CA   |   Contract

At Spire Health, we have spent the past 5 years developing a device to monitor patients beyond the walls of the hospital and doctor’s office. The company now aims to develop clinical-grade products that will be targeted at clinicians interested in a remote patient monitoring solution. We’re a small, but growing tech company based in the Mission District of San Francisco and we’re looking for individuals ready to make an immediate impact. If you are interested in helping us change the future of Healthcare, read more at spirehealth.com and come join us!. 


What we need: 

An experienced Customer Service agent with a proven track record in assisting with support, complaint handling, and reporting for consumers, patients, study participants, and more.


What you will do:

  • Respond to an incoming queue of calls and emails regarding device uses and features

  • Troubleshoot account, connectivity, device, and app issues

  • Be flexible to ever-changing product updates, processes, procedures, and regulations

  • Work with people of all ages, shapes, and sizes, but with an increasing focus on the elderly and often sick patients who need assistance using our technical products

  • Test, debug, and provide feedback for our products as they are updated and refined

  • A variety of projects related to clinical trials, remote patient monitoring, product refinement, bug reporting, or other fields as needed


About you:

  • Patient, kind, empathetic and able to create and deliver a great customer experience

  • Comfortable filling out forms and following complicated protocols

  • Ability to troubleshoot mobile phones and electronic medical devices in real time

  • At least 2 years experience with customer service - phones, social media, chat systems

  • Great with technology - have an understanding of ticketing systems and have the ability to pivot and quickly learn new platforms and processes

  • Very organized and detail oriented

  • Quick thinker, fast learner, multi-tasker


Bonus:

  • Previously worked under HIPAA regulations or familiar with HIPAA compliance

  • Experience troubleshooting and/or working with technology (ideally medical technology)

  • Familiar with the medical industry and technology startups

  • Experience complaint handling in an FDA environment - CAPA, non-conformance, product vs. medical implications

  • Experience with Freshworks, Google docs & sheets, Airtable, Instabug, JIRA, Shopify


What we can offer:

$18-$22 / hour DOE

Work from home with ability to work East Coast timezone

6-month contract with the possibility of extension or FT employment

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