Sr. Support Specialist

As a senior member of the Customer Support team, you will serve as the go-to expert for complex customer issues and critical escalations.
You will take ownership of challenging technical problems, ensuring timely resolution and exceptional customer experiences.
Working across Customer Success, Product, Data, and Engineering, you will help improve operational efficiency and product reliability.
This role offers significant autonomy, allowing you to set priorities, lead cross-functional initiatives, and proactively address customer-impacting challenges.
You will also mentor teammates, share technical expertise, and contribute to the development of scalable support processes.
Join a collaborative, fast-paced, and mission-driven environment where your work contributes to meaningful advancements in healthcare and life sciences.
This is an opportunity to shape support operations while making a tangible impact on customers and internal teams.

• Must be authorized to work in the United States without additional sponsorship due to data access requirements.

• At least 6 years of customer-facing support experience, including 2 or more years in a senior, lead, or escalation-focused position.

• Previous experience working in a B2B SaaS environment.

• Hands-on experience with ticketing and issue-tracking platforms such as Zendesk, Jira, or Salesforce.

• Demonstrated experience leading cross-functional projects, initiatives, or process improvements.

• Experience mentoring, training, or guiding other customer support professionals.

• Excellent written and verbal English communication skills, including the ability to communicate effectively with senior stakeholders.

• Ability to translate complex technical concepts into clear, accessible explanations for audiences with varying levels of technical expertise.

• Strong organizational and prioritization skills, with the ability to manage multiple customer issues and projects simultaneously.

• Highly proactive and independent working style, with the ability to make decisions and manage priorities with minimal supervision.

• Strong attention to detail, accountability, and commitment to accuracy.

• Customer-focused mindset with demonstrated empathy and the ability to manage difficult customer situations constructively.

• Preferred qualifications: Familiarity with SQL, AWS Athena, S3, APIs, Microsoft Excel, Google Workspace, or similar technical tools.

• Experience in healthcare, life sciences, or data-driven products is an advantage.

• Experience creating SOPs, knowledge base articles, or help center documentation is preferred.