About Scanwell
Scanwell Health is an app that turns your smartphone into a clinical lab. By pairing traditional lab tests with computer vision technology, we make it possible to test from the safety of home and get instant results without having to send samples back to a lab. Our technology helps healthcare organizations provide better virtual care and improves access to diagnostics in low- and middle-income countries. Most recently, we’ve partnered with global medical technology company BD to power at-home testing for COVID-19.

About the job
As a Customer Support Specialist, you’ll be the first point of contact for Scanwell customers. You’ll provide empathetic and efficient support, helping our users troubleshoot so that they can use the Scanwell app with comfort and confidence.

Some responsibilities include:

  • Respond to emails, chats, and/or phone calls from customers
  • Research and log complaints with a high level of accuracy and specificity
  • Monitor and respond to customer reviews on social media
  • Maintain prompt and professional communication with business partners
  • Identify and analyze trends in customer feedback
  • Escalate bugs and urgent issues to engineering, product, and design teams

What we’re looking for

  • 1-3 years of customer support experience in the tech industry
  • Proficiency in English
  • Working knowledge of customer service software, databases, and tools (we use Help Scout)
  • Strong written and verbal communication skills
  • Passion for contributing to company culture
  • Experience collaborating with engineering, product, and design teams
  • Scheduling flexibility (this role may require a Sunday-Thursday schedule)

Bonus points for

  • Previous startup experience
  • Experience in healthcare, medical devices, or related industries
  • Fluency in Spanish

Benefits

  • Remote company
  • Medical, dental, and vision insurance
  • HSA with match
  • 401k with up to 4% company match
  • Generous paid time off policy
  • Charitable donation matching
  • Stipend for home office setup and food delivery

Scanwell Health is committed to having a workforce that is reflective of the diversity within the United States. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Scanwell Health.