Customer Support Specialist

Medallion

Description

  • Role: Customer Support Specialist, reporting to the Customer Support Lead.

  • Company: Medallion, a healthcare technology company that streamlines provider operations through automated licensing, credentialing, payer enrollment, and compliance monitoring.

  • Location: Remote.

  • Compensation: $25–$30 per hour, plus equity and benefits.

  • Mission: Deliver excellent customer support by resolving healthcare operations and platform-related issues.

  • Work environment: Fast-paced, collaborative, and customer-focused, with opportunities to improve products and support processes.

Responsibilities

  • Own customer issues from initial inquiry through resolution.

  • Manage high volumes of support tickets while maintaining response times and customer satisfaction.

  • Respond to customer inquiries via email and support tools with clear, accurate, and thoughtful communication.

  • Troubleshoot issues involving payer enrollment, credentialing, and the Medallion platform.

  • Collaborate with Customer Success, Product, Engineering, and Operations teams to resolve complex cases.

  • Develop expertise in Medallion’s platform, services, and healthcare workflows.

  • Identify recurring issues, analyze customer feedback, and recommend improvements to products, documentation, and processes.

Requirements

  • 3+ years of customer support experience, preferably in healthcare, digital health, or healthcare SaaS.

  • Hands-on experience with payer enrollment, credentialing, or related healthcare operations.

  • Excellent written communication skills and the ability to explain complex information clearly.

  • Experience managing high-volume support tickets, ideally using Intercom.

  • Strong prioritization, time management, and problem-solving skills.

  • Proficiency in Google Workspace, including Sheets, Docs, and Gmail.

  • Ability to investigate root causes, manage competing requests, and follow through to resolution.

  • Experience using AI tools to improve research, workflows, or troubleshooting.

Benefits

  • Competitive pay: $25–$30 per hour, depending on experience, skills, and location.

  • Equity: Opportunity to participate in the company’s equity compensation package.

  • Employee benefits: Additional benefits included in the total compensation package.

  • Growth opportunities: Work with a rapidly growing healthcare technology company.

  • Collaborative environment: Partner with cross-functional teams to solve meaningful customer challenges.

  • Company recognition: Medallion has been recognized by Inc. Magazine, LinkedIn, and Glassdoor for its growth and workplace culture.