Part-Time Remote Customer Support Specialist (10 hr/week)

| San Francisco | Remote
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Overview

PicnicHealth is all about making medical records easy to access and using data to power the next frontier of medical research. We work directly with patients to give them the only tool anywhere that truly provides all of their medical records from any doctor or healthcare system in the US—in an easy-to-use, secure online dashboard. Not only that, but patients can choose to contribute their incredibly important data to scientific research, which helps researchers accelerate breakthroughs in care. To date we’ve helped tens of thousands of patients, partnered with some of the world’s largest biopharma companies, and raised more than $35M from Felicis Ventures, Amplify Partners, Foresite Capital, Refactor Capital, and Y Combinator.

It's an exciting time to join the PicnicHealth team - we just announced our Series B raise and are growing quickly in revenue, partnerships, and people. We 3x'd our ARR two years in a row now and on track to continue this trend, building partnerships with over a dozen Life Sciences groups, including 3 of the top 6 Biopharma firms in the US. We’re going through a period of hyper-growth - we tripled the size of the team in the last 18 months and we’re looking to at least double over the next year. We have a collaborative and engaged team culture that is mission driven and excited about the technology we’re building and real solutions we’re offering patients.

The Opportunity

An amazing and empathetic communicator, as a Customer Support Specialist you’ll be on the frontline interacting directly with patients through email and phone to resolve their issues and ensure they have an amazing experience anytime they interact with PicnicHealth.

You’re a seasoned customer service representative, who can handle everything from troubleshooting complex billing questions to managing escalations on the phone. The fast-paced start-up environment doesn’t phase you, and you thrive on supporting new products and helping to develop support processes that bring value to all our patients.

This is the perfect position for someone who needs the flexibility to work 10 hours/week right now and the potential to take the role further as the team (and the opportunity!) grows.

What You’ll Do

  • You’ll be responsible for all of PicnicHealth’s patient support
  • Reply to inbound patient support inquiries via email and phone
  • Make outbound phone calls periodically to help patients onboard and complete their timeline
  • Manage escalated support issues through email and phone
  • Ensure that patients are receiving timely and accurate replies
  • Document patient pain points to share with other internal stakeholders

What You’ll Need

  • 2+ years in a customer support role with experience in email or chat and voice
  • Incredible verbal and written communication skills
  • Strong empathy for users and a passion for providing best-in-class customer experience
  • Ability to self-manage and execute with little direction

Bonus Skills

  • Adept at using Front
  • Experience working with patients in a healthcare environment
  • Experience documenting or developing support processes
  • Experience working at a scaling tech start-up

Logistics

  • This position is part-time (starting at about 10 hours/week with the potential to ramp up)
  • This role will start as a 6-month contract with the opportunity to extend for the right candidate
  • You’ll be working remotely until the end of 2021 at the earliest 
  • Pay will be hourly and determined based on a candidate’s location and level of experience

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PicnicHealth is proud to be an equal opportunity employer.  We champion differences and diversity in the workplace, believing that our community’s unique qualities are a strength we want to support and foster. Candidates are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • WebflowCMS
    • Internal ToolCRM
    • MailgunEmail
    • IterableEmail

Location

We are in the middle of the Mission District, close to tons of food and drink options. Plus, the office is right near the 24th St Bart Station.

An Insider's view of PicnicHealth

What’s the vibe like in the office?

The vibe is casual, focused and energized. Its not uncommon to see an engineer napping on a couch while a VP is leading a meeting a few feet away. Our "water cooler" is the snack area and there's always someone to grab lunch with. Sometimes quiet, sometimes loud, there is always the buzz of collaboration and new ideas being shared across teams.

Justin

Software Engineer

What's the biggest problem your team is solving?

We are focused on developing novel, transparent, ML-guided and clinically sound techniques for extracting entity-level data from medical records and synthesizing that data to the patient-level. And ensuring that all data are de-identified, regulatory grade and usable to rapidly derive a wide range of actionable clinical and commercial insights.

Dan Drozd

Head of Clinical Solutions

What are some things you learned at the company?

PicnicHealth provided a high level of autonomy which gave me a strong sense of ownership. I was able to move from a Product Designer to an interim manager role as we found someone who could lead our team, as I really enjoyed IC work. In the past 2 years I have learned about the true meaning of leadership and what it takes to be a manager.

Fatma

Product Designer

What unique initiatives do you have that encourage innovation?

At PicnicHealth, we use quarterly OKRs to get aligned on the outcomes that are most important for moving the business forward. Then we give team members the space and ownership to solve some of the most complex problems in health data. I am amazed by the creative solutions our team members come up with when given the ownership and space to do so.

Noga

CEO

What are some social events your company does?

We have at least one Game Night and one Happy Hour every month! Since the team is relatively small, Trivia or JackBox games can get pretty competitive. It's awesome to be able to still have that engagement with teammates, even as we onboard people remotely. Monthly happy hours also help in keeping up to date on non work related topics!

Shivani

Recruiting Coordinator

What are PicnicHealth Perks + Benefits

PicnicHealth Benefits Overview

At PicnicHealth, we offer many benefits + perks. Health, Vision, and Dental insurance, a free PicnicHealth account, 401K Plan, Life Insurance, Flexible Time Off + Holidays, Parental Leave and much more!

Culture
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Pet Friendly
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