[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Medallion is hiring a Customer Support Specialist to serve as the first point of contact for customer questions about payer enrollment, credentialing, and its platform. The role manages support requests, resolves issues in collaboration with internal teams, and identifies ways to improve the customer experience.

Responsibilities

• Own customer issues from start to finish
• Investigate, troubleshoot, and resolve customer inquiries related to payer enrollment, credentialing, and Medallion’s platform. Manage a high-volume queue of approximately 50 tickets per day while maintaining timely resolutions and high customer satisfaction
• Deliver clear and effective written communication
• Support customers exclusively through email and our support platform, Intercom. Provide accurate, timely, and thoughtful responses that keep customers informed and confident throughout the resolution process
• Collaborate across teams to solve complex issues
• Partner with Customer Success, Product, Engineering, and Operations to troubleshoot customer challenges, coordinate escalations, and ensure issues are resolved efficiently
• Become an expert in our platform and processes
• Build a deep understanding of Medallion’s platform, services, and payer enrollment and credentialing workflows to provide accurate answers, anticipate customer needs, and resolve issues effectively
• Continuously improve the customer experience
• Identify trends in customer inquiries, gather feedback, and recommend improvements to our product, documentation, and internal processes that reduce recurring issues and improve support efficiency

Skills

• 3+ years of experience in customer support, preferably within healthcare, digital health, or healthcare SaaS
• Hands-on experience with payer enrollment (PE), credentialing, or related healthcare operations
• Excellent written communication skills, with the ability to explain complex information clearly to customers and internal teams
• Experience managing a high volume of customer inquiries through a support ticketing platform, ideally Intercom
• Ability to prioritize competing requests, manage time effectively, and consistently meet response time and customer satisfaction expectations
• Proficiency with Google Workspace (Sheets, Docs, Gmail)
• Strong problem-solving skills, with the ability to investigate issues, identify root causes, and follow through to resolution
• Experience using AI tools to improve efficiency in research, workflows, or troubleshooting

Benefits

• Equity

Company Overview

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