Project Manager

Operations                ·                Remote                 ·                 Fulltime

Customer Support and Engagement Specialist

Location: Remote

Type: Full time

Department: Operations

About HealthRhythms 

Backed by elite Silicon Valley VCs and strategics ($40M), our mission is to alleviate unnecessary suffering by bringing mental health into the modern era of medicine. The market now recognizes that there is no health without mental health.  By combining the multi-dimensional sensing capabilities of mobile phones with the power of embedded and cloud computing platforms and novel AI algorithms, we continuously, objectively, and accurately measure mental health status for the very first time. We are realizing the vision of precision medicine for mental health by anticipating clinical deterioration before it reaches crisis proportions and by delivering personalized, just-in-time interventions based on each patient’s own behavioral profile.  

Our deep tech solution founded on 35 years of empirical evidence – led by our four co-founders and over 957 peer reviewed papers between them – addresses at the root cause the dual crises of insufficient access to mental health care and lack of measurement to assess intervention effectiveness. We have the advantage of a 35 year head start, best in class team, robust IP portfolio, and the largest mental health AI data set. 

UCHealth ($6B) declared “HealthRhythms will change the face of care,” and its #1 strategic priority is to deploy our platform to its 2.5M patients. UC invested twice and put its Chief Innovation Officer on our Board. Otsuka ($18B pharma) invested in HealthRhythms after assessing 500+ mental health companies, recognizing our potential to revolutionize the industry. Otsuka put its CMO on our Board. 

If joining an accelerating 100% remote startup, working with an extraordinary team who have united behind a mission to significantly improve the lives of patients  sounds meaningful and exciting to you, please read on and apply. 

Job Overview:

The Customer Support and Engagement Specialist is responsible for providing exceptional customer service and ensuring a high level of customer satisfaction, engagement and retention on our platform. This role involves supporting onboarding and engagement, addressing customer inquiries, resolving issues, and actively engaging with customers to enhance their overall experience with Health Rhythms.

Key Responsibilities:

• Member Onboarding
  • Welcome new members and provide them with information about the organization’s offerings, benefits, and resources when appropriate.
  • Facilitate a smooth onboarding process, ensuring members have access to relevant platforms, tools, and information.
• Driving Engagement and Retention 
  • Develop and implement member engagement strategies to increase participation, involvement, and satisfaction.
  • Analyze member data to identify trends and opportunities for improvement.
• Customer Interaction and Communication:
  • Respond promptly to customer inquiries via various channels (phone, email, SMS, etc.)   
  • Provide accurate information about products or services.
  • Handle and resolve customer complaints, providing appropriate solutions or alternatives within established guidelines.
  • Keep detailed records of customer interactions and transactions.
• Technical Support:
  • Provide basic technical support and troubleshooting assistance for customers.
  • Collaborate with and escalate to technical teams to address and resolve complex technical issues.
  • Track and manage support requests and ensure SLA’s are being met 
• Product Knowledge
  • Develop and maintain a deep understanding of the company’s products or services.
  • Stay up-to-date with product updates, new features, and changes.
• Customer Engagement
  • Proactively engage with customers to gather feedback, identify opportunities for improvement, and provide a positive product experience.
  • Conduct customer surveys, polls, or other feedback mechanisms.
  • Advocate for the customer within the organization, ensuring their voice is heard in product development and service improvements.
• Training and Onboarding:
  • Assist in onboarding new customers, guiding them through the setup process and providing training on product usage.
  • Create and maintain educational resources (FAQs, tutorials, guides) for customer self-service.
• Cross-functional Collaboration:
  • Collaborate with product development, engineering and other teams to ensure a seamless customer experience.
  • Share customer insights and feedback with relevant departments to drive improvements.
  • Provide insights and feedback on our communication campaigns and help to develop additional campaigns to meet our engagement goals
• Documentation and Reporting:
  • Maintain accurate records of customer interactions and feedback.
  • Generate reports on customer support metrics and trends to inform business decisions.

Qualifications:

• Bachelor’s degree or equivalent work experience.
• 3+ years of experience in customer support or a related role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and decision-making abilities.
• Ability to empathize with customers and provide solutions that meet their needs.
• Familiarity or experience in the Health Tech environment 

Preferred Skills:

• Knowledge of mental health and health care 
• Experience using CRM software (e.g., Salesforce, Zendesk, other).
• Experience providing technical or customer support services 
• Experience in process improvement and development 
• Familiarity with Jira, Google Suite 
• Previous experience start-ups specifically in the healthcare or health tech space

Until now, mental health has been the only field of medicine lacking objective measurement. Health Rhythms captures data to create objective and actionable insights to improve mental health outcomes globally. Providers use Health Rhythms data to improve outcomes for their patients, and life science companies use Health Rhythms data to study and create better therapeutic solutions.

We believe that the 3B supercomputers in pockets around the world can be a platform to deliver mental health as a human right. If you believe the same, let’s talk. 

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