Customer Success

Customer Success Agent (Remote)

Remote   |   Contract

[Who We Are]

Spire Health is building the future of remote patient monitoring. We give physicians insights into their patients health between doctor visits, helping them better manage high-risk chronic disease patients. In particular, we serve patients in the U.S. who have chronic respiratory diseases (COPD, Asthma) with a novel sensor and algorithm system that identifies changes in a patient's health.


Our customers and partners include Stanford University, Brigham and Women’s Hospital (Harvard), New York Presbyterian and pulmonary disease specialists across the country.


[What we need] 

An experienced Customer Success Agent who can support a medical, research, and consumer-based customers across several platforms and work in an extremely fast-paced and scaling start-up environment. Must be able to work 8-5 M-F EST. 


[What you’ll do]

  • Manage queues of calls, emails and chats for medical patients, consumers, and research participants 

  • Proactively identify and troubleshoot issues through outbound onboarding and compliance calls 

  • Troubleshoot device, account, app and dashboard issues using a variety of platforms and different tools

  • Place orders, process returns, and track the status of all inventory shipped to customers

  • Continually monitor and update our medical, consumer, and research knowledge bases

  • Test, debug and provide feedback on our apps and products as they evolve

  • Triage incoming calls and emails and route to the appropriate teams or team members

  • Manage social media traffic and follow up with all issues or general inquiries

  • Adapt to constant product, process and platform updates in a fast moving and growing tech company

  • Be compassionate while working with the elderly and often sick patients who need assistance using our technical products - take ownership of cases and focus on retention

  • Manage a variety of projects related to remote patient monitoring, clinical trials, product refinement, bug reporting, patient and employee onboarding, and others as needed


[Who you are]

  • 3+ years Customer Service / Customer Success Experience

  • 1+ years working in the Medical Industry and with elderly or sick patients

  • Experience troubleshooting different types of devices and following complex processes in real time

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

  • Very organized and detail oriented

  • Quick thinker, fast learner, multi-tasker

  • Flexible, open to new challenges, and ready to work hard and efficiently

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


Bonus:

  • Previously worked in a growing or scaling tech company

  • Completed HIPAA Training and understand HIPAA compliant environments

  • Experience with Zendesk, JIRA, Instabug, Shopify, Airtable, Looker, and SQL 

  • Familiar with complaint handling in an FDA environment - CAPA, non-conformance, etc


[What we can offer]

Wages DOE

Work from home, **8am-5pm M-F EST** 

6-month contract with path to full time employment


[Why join us?]

Why join Spire Health? 

On top of an innovative work atmosphere and a chance to help patients struggling with chronic disease, we offer competitive pay and an extensive benefits package for all full-time employees (including 99% coverage of medical, dental, vision and 401(k)). In addition, work with a fun, close-knit team and have significant opportunities to grow and truly make an impact on the healthcare system.

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