Enterprise Support Associate

You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked.  

We’re here to give power to the patient. 

For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more.

Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting. We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking.

Fixing healthcare starts with fixing access to it. And we're still just getting started.

As an Enterprise Support Associate, you will own the end-to-end support experience for a portfolio of healthcare providers. You will ensure providers receive maximum value from Zocdoc’s products and services by resolving their queries, optimizing their profiles, and proactively identifying opportunities for improvement. You will be the primary point of contact for support cases, collaborating with cross-functional teams to deliver a seamless provider experience.

• Manage and resolve provider support cases via email and phone, ensuring timely and high-quality responses
• Own the full lifecycle of support cases in Salesforce, including triage, status updates, documentation, and closure
• Proactively identify and address provider needs, recommending solutions and improvements
• Escalate complex issues to the appropriate internal teams (EOP, ECSM, AE, IS) and follow up to ensure resolution
• Collaborate with Enterprise Onboarding Partners, Client Success Managers, and Account Executives to deliver a unified provider experience
• Maintain a high level of accuracy and attention to detail in all provider data and communications
• Meet or exceed productivity and quality KPIs, including case response times and satisfaction scores
• Continuously learn and adapt to new processes, tools, and product updates
• Participate in team meetings, training sessions, and process improvement initiatives

• Have 3+ years of experience in customer support / customer success roles (email and voice) at a service-based company
• Demonstrate exceptional written and verbal communication skills
• Are highly organized, analytical, and detail-oriented
• Thrive in a fast-paced, dynamic environment and adapt quickly to change
• Take initiative, show ownership, and are resourceful in solving problems
• Are proficient in MS Excel/Spreadsheets and comfortable with CRM tools (e.g. Salesforce)
• Are willing to work US shifts and collaborate with global teams
• Are passionate about improving healthcare through technology

Preferred Competencies:

• Customer focus and empathy
• Strong multitasking and prioritization skills
• Ability to work independently and as part of a collaborative team
• Resilience and adaptability in the face of ambiguity or change
• Commitment to continuous learning and self-development