Enterprise Support Associate

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across 200+ specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

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