novellia - User Support & Operations Specialist
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Requirements
• 2–5 years of experience in user operations, customer success, or support. • Strong communication skills and strength in turning complex ideas into simple, synthesized explanations. • Experience triaging and pushing for solutions that our users need. • High empathy and curiosity — you care about helping users and understanding their needs. • Comfort working with ownership and through ambiguity across teams in a fast-paced, remote environment. • Experience quickly learning and leveraging workflow software and other technology (such as Zendesk or similar tools). • Interest in health tech, patient empowerment, or data-driven innovation is a plus.
Responsibilities
• Own our user support process, ensuring every user gets a fast, clear, and thoughtful resolution to their issues or feedback. • Collaborate with Product and Engineering to resolve urgent user issues, bugs, and blockers. • Collaborate with the Commercial team to deliver a seamless and supported experience for users participating in registries or research. • Identify recurring pain points and collaborate with Product to drive product improvements based on real user insights. • Create and refine support resources and workflows to make our operations more efficient. • Capture and organize all user feedback to help deepen our understanding of user needs. • Contribute to patient facing communications, FAQs and documentation based on deep understanding of patient perspective. • Help test new features and ensure smooth communication with users when product changes roll out. • Gain a deeper understanding of consumer healthcare and health data interoperability.
Benefits
• You’ll help make navigating care and advocating for oneself easier for people battling serious conditions. • You’ll be the face of Support to our users, working to best represent who we are to them as well as their needs to the company. • You’ll join a mission-driven, collaborative team where initiative is valued and opportunities for growth and ownership abound. • You can work remotely or alongside our NYC-based team.
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