US Healthcare Support Specialist

Full Job Description

_{About FoodMarble}

FoodMarble is a high-growth digital health startup based in Dublin, Ireland. We’ve developed an app-connected breath analysis device called AIRE to help people overcome incredibly common but radically underserved digestive problems, such as IBS and SIBO. So far, we’ve sold almost 50,000 devices in over 50 countries, mostly through, and have developed a separate offering for clinicians, with a particular focus on US healthcare. We’ve 100’s of clinicians using our product and it continues to grow as we take on large customer sites (e.g. health systems and large gastroenterology groups). We are a team of 34, spanning software and hardware engineers, clinical scientists, sales & marketing, finance, and administration. 

Job Responsibilities

We want you to be part of the healthcare team. For this role, you would support the current team who onboard new patients (using SMS, email, or phone). Additionally, you would be helping to answer inbound written questions from our customers (and potential customers). These would include clinicians, researchers, and patients. Our current team is based in Ireland but most of our customers are in the US, so we want to add people in similar time zones to be more responsive to those customers.

Job Requirements

We pride ourselves on how well we treat our customers. This means that we always take care in understanding the customer’s problem and answering their questions to the best of our ability and in a prompt way. Some key things we’re looking for:

1.    Excellent written English: need to be able to write in a clear, relatable, and friendly style.

2.    Excellent English comprehension: you need to be able to understand written and spoken English to a very high standard.

3.    Excellent spoken English: need to be able to understand the patient and communicate how to solve their query while on the phone.

4.    Scientific/healthcare/nutritional aptitude: our product relates to the function of the human body, so it’s really helpful if you have a good basic understanding and/or have the interest and ability in picking it up.

5.    Strong technical skills: you’ll be using various web-based tools, like our CRM (Freshsales), Dropbox, Gmail, Slack, Zoom. You need to have some existing experience with tools like these.

6.    Judgement: good decision-making in dealing with customer issues, especially when things go wrong or when a customer is especially demanding.

7.    Ambassador: a strong advocate for the brand and gut health.

8.    Team player: someone who makes the whole company better.

9.    Organised: great organisational and time management skills.

10. Spanish skills: it would be helpful if you can speak Spanish, as many people in the US prefer to interact in various dialects of Spanish. This is a bonus and not a requirement.

Here are the main things involved in the role:

1.    Patient onboarding: provide support to new patients through SMS, email and sometimes over the phone.

2.    Healthcare queries: Answering questions from customers (clinicians, patients and researchers), mostly via email.

3.    Escalation: relaying problems to other members of the team when you’re not able to answer a user’s question.

4.    Capturing Trends: Tracking trending queries and letting the key people on the team know when there is an emerging problem.

5.    Sharing Insights: Providing insights to the product development teams based on your interaction with customers to help improve the product.

Skills Required

• Customer Support - Intermediate
• Email Support - Intermediate
• Phone Support - Intermediate
• Zoom - Beginner
• Slack - Beginner
• CRM - Beginner

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