Job description
We’re looking for a Customer Support specialist to help us make specialty medications more accessible and affordable for patients. Keep reading to learn more about the role, our team, and why House Rx is the right next step in your career.
About the Role
This role will play an integral part in supporting our customers post-launch. Your primary focus will be to organize, triage, and resolve requests from customers utilizing the House Rx product suite. You get to work collaboratively with engineering, clinical operations and customer success to help resolve user requests in a timely manner and ensure a positive customer experience.
What You’ll Do
- Triage, prioritize, and resolve incoming support tickets and phone calls from customers, utilizing our support management platform, while proactively communicating with the support team to ensure timely updates, efficient collaboration, and resolution of complex issues.
- Communicate in a responsive and empathetic manner with our customers, ensuring requests are followed up on and resolved in a timely manner.
- Categorize support requests and customer feedback to help surface larger themes and areas for improvement that would enhance our customers’ product experience.
- Become a subject matter expert of the House Rx pharmacy management system and workflows in order to best support and educate users on our products and services.
About You
- Positive and collaborative problem-solver with a passion for working with customers to improve their experience
- Clear communicator (verbal and written) who is able to build a positive rapport with customers and team members in various roles
- Well organized under pressure and able to effectively prioritize requests that may fluctuate rapidly in both scope & quantity
- Maintain a calm, empathetic and solutions-oriented approach when stressful situations arise
- Has a clear understanding that the outcomes of the role directly impact patient care, and is motivated to solve customer issues efficiently and quickly
Expected Full-Time Base Salary: $63,000
The actual base salary/wage will depend on several factors, including experience, knowledge, and skills. Actual compensation packages may include other elements, equity, paid time off and benefits.
More About House Rx: Our Team, Work, and Culture
Here’s our amazing PDE team that builds healthcare technology that matters:
- Software Engineering: 10 engineers+ from early career to staff/architect level
- Product & Design: 3 product managers, 2 designers
- Infrastructure: 2 IT specialists, 2 security engineers, 3 SREs
- Quality & Support: 3 QA engineers, 2 support specialists
Together, we build and maintain impactful solutions through our pharmacy management system and data insights platform. These tools enable our internal teams, pharmacists, care coordinators, and clinical operations, to streamline medication access, while helping external healthcare providers and clinics deliver better patient care.
💻 Our engineering work presents exciting technical challenges as we balance user-facing features with robust internal systems. We release updates daily, requiring thoughtful prioritization and technical excellence while maintaining high quality. This iterative approach means we’re constantly innovating to deliver meaningful improvements to our healthcare platform.
🌎 We’re a fully remote team, with our talented people spread across New York, Boston, San Francisco, and throughout the U.S. While we embrace the flexibility of remote work, we’re passionate about strengthening connections through our bi-annual retreats, both company-wide and PDE-specific, where we plan, grow, and celebrate our successes together. Local team members enjoy getting together for co-working and social events, creating bonds that go beyond the workplace.
🎉 Our culture brings thoughtfulness to our daily work. You’ll find us expressing ourselves through our extensive Slack emoji and GIF collection (seriously, it’s impressive!), sharing gratitude circles on birthdays, and having conversations that range from foodie recommendations to discussions about AI tooling, developer experience, and architecture. While we take our mission seriously, we believe enjoying what you do and technical excellence go hand in hand.
We’re a fun, thoughtful, supportive, talented, and down-to-earth group focused on doing some of the best work of our lives. At the end of the day, we know software is built by people – and we’re committed to taking care of both the people we work with and the patients whose lives we touch through our technology. We’re growing our team. There’s no one else in the world like you, and hope you can join us for this ride! 🚀
In particular, we offer:
- Flexible work hours and flexible paid time off
- Generous parental leave
- Comprehensive healthcare, vision and dental benefits
- Competitive salary and equity stake
We’re backed by forward-thinking investors committed to transforming healthcare, including Bessemer Venture Partners, First Round Capital, LRV Health, Khosla Ventures, Maverick Ventures, 1984.vc, and Character.
