Customer Support Specialist I
About the role
mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations.
As a Customer Support Specialist, you will be the first line of support for our SaaS customers, helping them get the most value out of our platform. You will handle a variety of inquiries and technical issues, ensuring customers receive fast, friendly, and effective assistance. You will work across multiple channels—email, chat, phone, and our ticketing system—to resolve issues and contribute to an exceptional customer experience. This position combines technical and soft skills while contributing to cross-functional collaboration to ensure a seamless digital experience for our customers.
Responsibilities
- Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, etc
- Troubleshoot and resolve minor technical issues related to the platform
- Provide guidance and education to customers on how to use the product effectively
- Manage customer tickets using Salesforce and JIRA
- Escalate complex issues to Engineering, Product, or higher-level support as needed
- Partner with internal teams to communicate customer feedback and identify opportunities for product and process improvements
- Maintain a deep understanding of the product