Specialist, Customer Experience

About the role

In this position, you will be a vital part of Zocdoc's customer support team, focusing on assisting healthcare providers who use our platform. Your main responsibility will be to deliver exceptional service, ensuring providers have a positive experience with Zocdoc's services. You will handle inquiries, troubleshoot issues, and promote the platform's features to help providers maximize their use of Zocdoc. Your role involves building strong relationships with users, understanding their needs, and providing tailored solutions to support their practice management. The ideal candidate will be customer-focused, proactive, and capable of managing multiple tasks efficiently in a fast-paced environment. This on-site role requires working at our designated location in the United States and involves direct interaction with healthcare providers to ensure they receive the support needed to succeed on our platform.

Key facts

What you'll do

• Provide high-quality customer support to healthcare providers through various communication channels, including phone calls, emails, and live chat, ensuring timely and effective resolution of their issues.
• Actively promote Zocdoc's features and services to providers, upselling where appropriate to enhance their engagement and utilization of the platform.
• Troubleshoot technical and non-technical issues faced by providers, working closely with internal teams to resolve complex problems efficiently.
• Educate providers on how to navigate the platform, new features, and optimize their profiles to attract more patients.
• Maintain detailed and accurate records of all customer interactions, updates, and resolutions in the CRM system to ensure consistent follow-up and data integrity.
• Identify opportunities to improve the provider experience by gathering feedback during interactions and communicating insights to relevant teams for continuous platform improvement.
• Build and nurture strong relationships with healthcare providers by delivering personalized support and demonstrating a clear understanding of their needs and challenges.
• Keep up-to-date with new platform features, updates, and industry trends to provide accurate information and effective support to providers.
• Collaborate with cross-functional teams, including product, technical support, and account management, to escalate issues and ensure a experience for users.
• Support the mission of Zocdoc by ensuring providers have a smooth onboarding process and ongoing support to help them grow their practices.
• Contribute to a positive team environment by sharing best practices, participating in training sessions, and supporting team goals.
• Assist in developing resources, FAQs, and training materials to improve self-service options for providers.

Requirements

• Excellent verbal and written communication skills, with the ability to clearly articulate solutions and instructions.
• Prior experience in customer service or support roles, especially within healthcare, technology, or SaaS environments.
• Strong problem-solving skills, with the ability to think critically and adapt quickly to new situations.
• High level of organization and attention to detail to accurately document interactions and follow-up actions.
• Ability to work independently, manage multiple priorities, and handle challenging situations with professionalism.
• Commitment to delivering outstanding customer service aligned with Zocdoc's mission to improve healthcare access.
• Familiarity with CRM systems or customer support tools is preferred.
• Knowledge of healthcare practices, terminology, or patient management systems is a plus.
• Ability to work in a fast-paced environment and handle high-volume inquiries efficiently.
• Authorized to work in the United States; visa sponsorship is not provided for this role.

Nice to have

• Experience working with CRM or customer support software such as Zendesk or Salesforce.
• Familiarity with healthcare systems, electronic health records, or telemedicine platforms.
• Knowledge of healthcare regulations and compliance standards relevant to provider support.
• Previous experience in a healthcare provider support role or within a healthcare technology company.
• Ability to speak additional languages to support a diverse provider base.

Skills & tools

• Proficiency in using communication tools such as email, chat, and phone systems.
• Experience with customer support software and ticketing systems.
• Strong interpersonal skills and the ability to build rapport with providers.
• Knowledge of healthcare terminology and practices is advantageous.
• Ability to learn new software and platform features quickly and efficiently.

Practical notes

• This role is fully remote, allowing for flexible work arrangements within the United States.
• The hourly pay rate ranges from $21 to $26, depending on experience and qualifications.
• Zocdoc offers a comprehensive benefits package, including health insurance, 401(k) matching, and paid time off.
• Applicants must be authorized to work in the United States; visa sponsorship is not available for this position.
• The position involves working at our designated location in the United States, and on-site presence is required.
• Training and onboarding will be provided to familiarize new hires with platform features and support protocols.
• The role requires a commitment to delivering excellent customer service and supporting Zocdoc's mission to improve healthcare access for all.