Customer Support Associate

About the Role

Human Health is looking for a Customer Support Associate to support users managing chronic conditions. You'll be the voice of users inside the business, maintaining fast and thoughtful support while surfacing insights that directly influence product decisions.

Core Responsibilities

• Respond to and resolve user support tickets — manage incoming Zendesk issues, troubleshoot problems, and ensure timely, empathetic responses for people living with chronic conditions

• Maintain and improve the support centre — keep help articles accurate and up to date as new features launch and existing ones evolve

• Monitor and improve the AI live chat bot — review bot conversations for quality and accuracy and refine its responses

• Identify recurring issues from support conversations and share insights to influence product development

• Suggest new in-app Tips based on common user friction points to reduce support volume

Required Skills

• Strong written communication — clear, warm explanations for users facing complex health situations

• Pattern recognition — naturally identifying recurring issues and systemic solutions

• Proactive mindset — self-directed process improvement without prompting

Preferred Qualifications

• Help center or knowledge base writing experience

• AI chatbot platform familiarity

• Interest in health and wellness

• 1-2 years customer support experience (SaaS, health tech, or consumer apps)

• Zendesk platform proficiency