Note: The job is a remote job and is open to candidates in USA. MedScout is building a revenue acceleration platform that provides MedTech commercial teams with medical claims intelligence and sales tools. The Customer Support & Enablement Specialist will own customer support operations, including troubleshooting, account administration, ticket triage, billing issue resolution, and user training. The role will also build scalable enablement systems such as an Intercom help center, workflows, automation, and knowledge base.
Responsibilities
- Act as the primary support contact and manage Intercom Livechat to address inbound product navigation and usage questions
- Provision and manage user accounts and permissions
- Assign and refresh sales territories for new and existing users
- Triage inbound issues and escalate the right ones to engineering or CS with clear repro steps (Jam/Loom, logs, screenshots)
- Investigate and resolve billing/invoicing discrepancies, looping in finance as needed
- Own and grow our Intercom instance beyond chat. Today it's live conversations only. You'll evaluate, configure, and roll out the parts of the platform we're not using yet (help center/knowledge base, workflows and automation, the resolution bot) to cut down repetitive tickets and give customers more ways to self-serve
- Deliver one-off training for new or stuck users
- Build out a knowledge base covering the most common questions so customers can self-serve
- Partner with product marketing on customer-facing content
Skills
- You've supported B2B SaaS customers directly: 1–3 years in customer support, support ops, or technical support, ideally at a B2B SaaS company — you know what a good ticket queue looks like and what a bad one feels like
- You've configured a support platform, not just worked inside one: hands-on experience setting up a tool like Intercom or Zendesk, help centers, macros, workflows, or bots, rather than only answering tickets in it
- You write and troubleshoot clearly: you can turn a messy bug report into a clean, reproducible ticket, and explain a fix to a non-technical user without losing them
- You build repeatable systems: you're as energized by writing the FAQ that prevents twenty future tickets as you are by solving the one in front of you
- You pick up new tools fast: Intercom is your home base, but you don't need hand-holding to learn the next platform
- Bonus points if you've administered Intercom specifically (Fin/resolution bot, product tours, workflows), worked in healthcare, life sciences, or health-tech SaaS, or been part of a fast-paced startup
Benefits
- Fully covered healthcare, plus vision, dental, and 401k
- Remote-first culture with quarterly onsites — we stay in nice hotels and eat well
- Generous budget for learning, development, and tools that make you more effective
- You will feel heard. You'll hear “Yes, let's do that” — and then have the opportunity to execute
Company Overview