Customer Support & Enablement Specialist

Job description

At MedScout, our mission is to empower MedTech commercial teams with the data, insights, and tools they need to deliver life-changing medical innovations to the patients who need them most. We're creating a best-in-class revenue acceleration platform that unites the latest medical claims intelligence with an intuitive user experience built specifically for sales professionals at medical device and diagnostic companies. MedScout's customer success team currently absorbs a lot of operational and technical work by default; ticket triage, troubleshooting, account admin, one-off training, on top of managing relationships and driving expansion. We're hiring a dedicated Customer Support & Enablement Specialist to own that workload directly, so CSMs can stay focused on strategy and growth. You'll be the first point of contact when something breaks, when a user is confused, or when an account needs upkeep, and you'll build the systems (docs, macros, a real knowledge base) that make the next ticket faster than the last. This is a foundational role for our support function. Right now this work is spread across our CSMs by default, and you'll be the first person who owns it end to end, including building out an Intercom instance that today only handles live chat into a real self-serve platform. You'll report to the VP of Customer Success, working as an individual contributor from day one with a lot of latitude to shape how the function runs. The right person has done this kind of build-from-scratch work before, gets energy from turning chaos into process, and is ready to leave their fingerprint on how support works at MedScout for years to come. HOW WILL YOU HELP US BUILD THE COMPANY? SUPPORT & TROUBLESHOOTING - 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 ENABLEMENT & CONTENT - 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 WHAT'S THE IDEAL BACKGROUND? - 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. ARE YOU A GOOD FIT? At our stage, how you operate matters more than what you'll do day-to-day. We're looking for strong alignment with our four core values: - Effort on our inputs: We prepare diligently, leave it all on the "field," and move on quickly. Focusing on good habits and work ethic, not individual outcomes, ultimately creates a winning culture and a successful company. - Earn Trust: We keep our commitments to our customers, partners, and each other. We listen attentively, speak candidly, and treat others respectfully. We strive to demonstrate empathy, inclusion, and intellectual honesty. - We are a Learning Organization: The only sure path to continuous improvement is a hypothesis-driven approach that prioritizes focus, decisive experimentation, rapid learning, and iteration. We expect low ego and a high degree of collaboration to enable us to find the right answer as quickly as possible. - “Top Right” is the Expectation: We hire and reward driven, innately curious individuals who work hard to gain a deep understanding of our market, their craft, and the outcomes we strive to deliver for our partners. WHAT CAN YOU EXPECT FROM US? - 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 WHAT'S OUR INTERVIEW PROCESS? 1. Intro call with our Head of People Ops. We'll discuss what you're looking for in your next chapter and answer your initial questions. 2. Background Deep Dive with one of our team members, going deeper on the specifics of your experience and how this role impacts MedScout. 3. Practical exercise where we get to see your work in action with some of our team members. 4. Values Interview: A meeting with 3 members of the cross-functional team to learn more about how we're living out our values and what they mean to you. A NOTE ABOUT OUR INTERVIEW PROCESS MedScout embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our work will be. We will ensure that individuals with disabilities are provided reasonable accommodation who need it. We want you to be able to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any accommodation please let us know!