Customer Support Specialist

About the Role

Velsera is on a mission to accelerate the pace of precision medicine. We believe that medical breakthroughs shouldn't be delayed by data silos or technological hurdles. As a Customer Support Specialist, you will be at the forefront of this mission, serving as a vital bridge between our cutting-edge technology and the healthcare professionals, researchers, and clinicians who rely on our platforms to save lives. This is a fully remote position where you will leverage your technical expertise and empathetic communication skills to ensure our users achieve seamless outcomes.

• Serve as the primary point of contact for global users, addressing complex technical inquiries via email, chat, and video conferencing with precision and speed.
• Investigate and troubleshoot platform issues, collaborating closely with engineering and product teams to identify root causes and implement long-term solutions.
• Onboard new users by providing comprehensive walkthroughs of the Velsera ecosystem, ensuring they are empowered to utilize our tools effectively.
• Maintain and update our internal and external knowledge bases, creating clear, concise documentation and FAQ guides that reduce user friction.
• Monitor system health and proactively communicate scheduled maintenance or downtime to the user community to minimize disruption.
• Gather and synthesize customer feedback to provide actionable insights to the product development team, directly influencing the roadmap of our precision medicine tools.
• Advocate for the user at every stage, ensuring that Velsera delivers a world-class customer experience that reflects our commitment to excellence.

• Proven experience in a technical customer support role, ideally within the SaaS, Biotech, or HealthTech industries.
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into user-friendly language.
• Strong analytical and problem-solving abilities, with a natural curiosity for how software systems integrate and function.
• Experience working with support ticketing systems such as Zendesk, Salesforce Service Cloud, or Jira Service Management.
• A self-starter mentality with the ability to thrive in a fast-paced, remote-first environment where autonomy and accountability are paramount.
• Familiarity with data analysis tools or basic knowledge of bioinformatics and clinical workflows is highly desirable but not required.
• A passion for healthcare innovation and a deep-seated desire to help others succeed through technology.

• Competitive salary and performance-based incentives within a high-growth organization.
• Comprehensive health, dental, and vision insurance plans to keep you and your family well.
• Flexible remote work environment that prioritizes work-life balance and mental well-being.
• Generous Paid Time Off (PTO) policy and paid company holidays.
• 401(k) retirement savings plan with company matching contributions.
• Professional development opportunities, including access to specialized training and industry conferences.
• The chance to be part of a mission-driven team that is genuinely changing the landscape of global medicine.

Required Skills