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User Support Associate

| Greater Boston Area
If you or a loved one has ever experienced a major medical event, you know how overwhelming it is to process the flood of information that follows—whether it’s hastily delivered guidance from your doctor, or a pile of paperwork on managing your recovery. And once you get home, it can feel impossible to know where to start, or how to stay on track to reach your health goals.
At Wellframe, we’re helping healthcare organizations fill this gap, so people can get the holistic resources and support they need to feel their best, outside traditional care delivery settings. Through our patented platform, Wellframe translates evidence-based, peer-reviewed guidelines and literature into an interactive daily checklist delivered to patients through the Wellframe mobile app. As patients engage with the Wellframe app, their data is shared in real time with their care team through the care team dashboard, which utilizes advanced algorithms to generate early intervention alerts. With secure two-way messaging, Wellframe facilitates long-term, trusted relationships between patients and care teams.
Role Overview
As the primary contact for our users, the User Support Associate provides outstanding service by answering questions, assisting with user onboarding, handling issues, and troubleshooting problems with our products and services. In addition to assisting our users, the User Support Associate acts as a subject matter expert and liaison with internal teams to optimize service delivery, internal processes, and product improvements. Additional responsibilities include building and maintaining self-service tools to provide our users with instant access to information. The User Support Associate sits within the Client Delivery department and reports to the Senior Manager of Services. Success in this role is demonstrated by providing an unparalleled level of service to users, exhibiting deep product expertise, adherence to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics.
Areas of Responsibility:

Provides exceptional service to users (40%):

  • Handle user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely, polite and professional manner
  • Listen to users; identify, research, and understand their needs; resolve user issues
  • Assist users with onboarding onto the mobile app
  • Ensure user needs are top priority and appropriately escalated when applicable
  • Recognize, document, and alert on trends
  • Ensure accuracy of self-service tools through ongoing management and new content creation

Serve as a product and service expert (30%):

  • Become an expert in our product and services and be comfortable walking others through it
  • Represent the voice of users to provide feedback to internal teams helping to improve overall experience
  • Support internal process improvements by providing feedback, updating documentation, developing trainings and support materials

Achievement of performance and metrics (30%):

  • Adhere to department and company procedures, guidelines and policies
  • Meet or exceed individual/team performance metrics, user inquiry volumes, and client contractual service level agreements
  • Achieve desired quality of service required by standard operating procedures and help to identify potential risks as they emerge

Education, Experience, & Skills Required:

  • Fluency in Spanish
  • Bachelor’s degree and 0-2 years experience in a professional setting
  • Exceptional interpersonal communication skills (incl. verbal and written); strong phone skills (diction, active listening, professional phone voice)
  • Strong problem-solving skills and the ability to think critically while working in a fast-paced environment
  • High degree of technical proficiency with online tools and systems; familiarity with Google Suite and CRM systems, Zendesk is a plus!
  • Strong time management skills, decision making skills, and organizational skills with excellent attention-to-detail

Behaviors & Traits Required:

  • Outgoing, friendly, and compassionate personality
  • Ability to ask prying questions and diffuse tense situations while maintaining professionalism
  • Strong demonstration of the company’s core values of Tenacity, Collaboration, and Humility
  • "No task is too small" attitude, with a passion for service excellence, eagerness to learn, and ability to take a data-driven approach to identify areas for improvements

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

An Insider's view of Wellframe

What are some social events your company does?

Wellframe’s social events go beyond the regular happy hours (which we also do). Earlier this week, my team went bowling; with the Women of Wellframe group, we watched Ocean’s 8 together and have a potluck picnic coming up; and later this summer, we’ll all indulge in a beach day. It’s all made me feel a part of the company even as a new member.

Fabiola

Client Operations Associate

What's the biggest problem your team is solving?

Wellframe's engineering team is passionate about blending data, cutting edge technologies and security to build products that have a direct positive impact on patients' quality of life. To that end, we are currently designing the next generation of our architecture while expanding our infrastructure.

Mohammad

VP, Engineering

What is your vision for the company?

We see an opportunity over the coming years to work with more and more organizations that allow us to impact more patients more profoundly, and so we are investing a lot to not only grow commercially and bring on more clients and new partnerships, but to take on more ownership over helping our partners engage more with their patients or members.

Jake

President & CEO, Co-Founder

What makes someone successful on your team?

Tenacity: We go the extra mile to make our partners successful and inspire each other with our thirst for excellence.
Collaboration: We work constructively across disciplines to solve hard problems together.
Humility: We are never finished learning and growing, and we value the perspective and experiences of those around us.

Evan

Director of Talent

What are Wellframe Perks + Benefits

Wellframe Benefits Overview

Wellframe recognizes that an employee benefits program is necessary for the health and well-being of our employees and their families. We are pleased to offer our employees one of the most competitive and comprehensive benefits packages in the industry.

Culture
Volunteer in local community
Wellframe participates in quarterly volunteer activities. In the past we've volunteered at More than Words, Community Servings, Boston Healthcare for the Homeless and West End Boys and Girls Club.
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
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