Senior Customer Support Specialist (Bilingual Spanish required)

About Scene Health Scene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication non-adherence problem. Our mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins, anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health. Overview Scene Health is on a mission to solve medication non-adherence. We’re a diverse team of clinicians, technologists, and public health enthusiasts building high-impact, patient-centered solutions. Scene Health is looking for a Senior Customer Support Specialist to assist customers with inquiries, resolve issues, and provide guidance on Scene Health’s programs. This role involves communicating through various channels, such as phone, email, and chat, to ensure a positive customer experience throughout the interaction. Specialists handle inquiries and troubleshoot issues via phone, email, and chat. They guide customers through product features and resolve problems. Maintain accurate records of customer interactions and feedback, with reporting on issues/resolutions A deep understanding of the company's products and services to assist customers effectively. Work well with other departments to resolve complex issues. Scene Health is looking for a Senior Customer Support Specialist to conduct our Tier 1 member support and for the customer support function in line with existing protocols and processes. You'll be the primary owner of this function day-to-day — responding to customer feedback, handling tickets, troubleshooting, and customer SLAs directly — while working closely across internal Operations, Product, Tech, and Public Health teams to keep support running smoothly and to report common issues to improve the customer experience. Especially in moments of crisis, you'll bring character, integrity, and accountability — over-communicating as you solve problems and doing whatever it takes to make things right when we fall short. We're looking for a doer who's equally comfortable resolving a ticket personally and stepping back to spot the pattern that should be addressed with a process fix — someone who goes the extra mile to truly understand our members and customers, not just their tickets, but the problems underneath them. In this role, you will be the go-to person for technical issues and user support across internal and external stakeholders. This role is a key asset to the Operations team, and all work should be completed with the goal of delighting customers so much that they join and/or continue using our mobile application and programs, and to make it easier for them to understand our platform, program, and technology. Key Responsibilities Inbound Issue Response & Resolution Own ticket volume, response time, and time-to-resolution metrics as the primary Tier 1 support owner, finding and implementing automation solutions Triage and resolve incoming customer and member issues directly Determine appropriate escalation to the technical team when issues exceed Tier 1 scope, and track escalation outcomes Formalize SLA tracking for technical resolution response times owed to partners Serve as the front-line point of contact for customer-facing technical/support issues, and encourage patient enrollment and retention through your technical support communications Approve requests for program incentives and troubleshoot related issues with the vendor and customer Warm Transfer & App Troubleshooting Support Contribute to building out internal support channels, including warm transfer workflows and handoff protocols Personally handle first-line app troubleshooting (login issues, video upload failures, notification problems) via email, phone, and Scene platforms before escalating, and automate the process wherever possible Provide program enrollment information to members as part of app troubleshooting, explain the value of our program, and support members to sign up and/or continue in our program Track and report on volume, response time, and resolution time for this channel Resource Enablement Maintain and continuously improve the frontline FAQ/knowledge base Document standard operating procedures for common ticket types and troubleshooting flows Flag recurring or emerging issues that indicate a need for broader process or product changes App Store Monitoring Actively monitor app store ratings and reviews per agreed-upon protocols, and respond to members and customers as appropriate Surface trends and actionable insights to Product, Operations, and Leadership Cross-Functional Collaboration Partner closely with Operations to align support processes with broader program delivery Work with Product and Tech to report bugs, prioritize fixes, and pilot new features from a support-operations lens Collaborate with Public Health and Operations teams to ensure member support practices align with clinical and program protocols Qualifications 3-5 years of experience in customer/member technical support, SaaS user support, or service operations, ideally in healthcare or health tech Fluent bilingual proficiency in Spanish and English (spoken and written) Good listening and communication skills- Able to identify root causes and prevent escalation by confirming issues, empathizing with individuals, and working toward a positive outcome. These strengths are essential for de-escalating frustration, as you turn routine interactions into opportunities for customer loyalty rather than conflict Demonstrated ability to work independently on complex or escalated issues with minimal oversight Hands-on experience with a ticketing platform Strong cross-functional communication skills — comfortable working with Product, Tech, Operations, and Public Health stakeholders Comfort building basic reporting/metrics and communicating trends to leadership Startup mentality: adaptable, resourceful, and willing to do both strategic and tactical work Growth mindset — interest in eventually building and leading a team as the function scales Bachelor's degree preferred, or equivalent experience Preferred Qualifications Experience working in a startup or health tech company. Experience partnering with hospitals, health plans, or public health organizations on quality improvement initiatives. Why Join Us? Benefits & Perks Competitive salary range Paid vacation, paid sick leave, plus paid holidays Health, dental, vision, short and long-term disability 401K retirement savings plan The biggest perk is that you will be working on a game-changing solution in healthcare with people who are talented, motivated, and passionate. Scene has impacted thousands of lives to date, but you will be integral in scaling that impact. Work remotely while making a tangible impact on patients’ lives. Be part of an innovative healthcare solution addressing a $500B medication adherence challenge. Collaborate with passionate professionals across healthcare, technology, and public health sectors. Professional development and growth opportunities within a rapidly scaling company. If you are a compassionate, tech-savvy healthcare professional with a passion for patient engagement and medication adherence, we want to hear from you! Apply today to join us in transforming healthcare and empowering patients toward better health outcomes. We are interested in all qualified candidates who are eligible to work in the United States. However, we are not able to sponsor visas at this time.