ABOUT THE ROLE We need a resourceful email support agent who can think independently while providing fast, accurate answers to our clinical providers. Your primary focus will be managing the support inbox and keeping our internal knowledge base fresh and complete. This is a remote position; daytime U.S. hours are required (US Central Time 8AM to 5PM) so you can respond to clinical teams in real time. KEY RESPONSIBILITIES

• Respond to clinical providers’ email questions with clear, empathetic, and accurate answers
• Research unfamiliar issues, apply critical thinking, and craft solutions without waiting for step-by-step instructions
• Log recurring questions, draft new knowledge-base articles, and revise existing content when processes change
• Escalate complex or high-priority issues to the appropriate internal team and follow up to ensure closure
• Track ticket metrics such as first-response time and resolution time; identify patterns and suggest process improvements

REQUIREMENTS

• Mastery of written English with flawless grammar, punctuation, and tone control
• Proven ability to think for yourself, diagnose root causes, and propose solutions
• Experience providing email support in a healthcare or SaaS environment (minimum one year)
• Familiarity with help-desk or ticketing tools such as Zendesk, Help Scout, or Freshdesk
• Comfortable updating and maintaining a knowledge base or FAQ system
• Reliable high-speed internet and the ability to work core U.S. business hours

PREFERRED QUALIFICATIONS

• Knowledge of medical or insurance terminology
• Experience writing SOPs or process documentation
• Previous remote-work experience on a distributed team