Customer Support & Enablement Specialist

MedScout
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsSkills: ["Communication","Troubleshooting","Process building","Customer empathy","Rapid learning"]

Own customer support and enablement for a B2B revenue acceleration platform used by medical device and diagnostic teams. Serve as the primary Intercom livechat contact, triage and escalate issues with clear reproduction steps, provision accounts and permissions, and resolve billing discrepancies. Grow Intercom into a self-serve help center with workflows and an automated resolution bot, build a knowledge base, and deliver targeted training and customer-facing content.

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FursaFursa
MedScout
MedScout
3 days ago

Customer Support & Enablement Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own customer support and enablement for a B2B revenue acceleration platform used by medical device and diagnostic teams. Serve as the primary Intercom livechat contact, triage and escalate issues with clear reproduction steps, provision accounts and permissions, and resolve billing discrepancies. Grow Intercom into a self-serve help center with workflows and an automated resolution bot, build a knowledge base, and deliver targeted training and customer-facing content.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Act as the primary support contact and manage Intercom live chat for product navigation and usage questions.
  • •Provision and manage user accounts and permissions, and assign/refresh sales territories.
  • •Triage inbound issues, escalate to engineering or CS with clear repro steps using Jam/Loom/logs/screenshots.
  • •Investigate and resolve billing/invoicing discrepancies, looping in finance as needed.
  • •Expand Intercom beyond chat by evaluating and rolling out a help center/knowledge base, workflows/automation, and a resolution bot; deliver training and build a knowledge base.

Pay and Benefits

Perks:Health InsuranceVisionDental401kLearning Budget

Key Requirements

  • •1–3 years supporting B2B SaaS customers in customer support, support ops, or technical support, and experience managing a ticket queue.
  • •Hands-on experience configuring support tools like Intercom or Zendesk (help centers, macros, workflows, or bots).
  • •Ability to write and troubleshoot clearly by turning messy bug reports into reproducible tickets and explaining fixes to non-technical users.
  • •Experience building repeatable systems (e.g., FAQs/knowledge content) to prevent repeat issues.
  • •Ability to quickly learn new tools; bonus for Intercom-specific administration and healthcare/health-tech experience.
Experience:1-3 yearsB2B SaaSHealthcareHealth-techIntercomZendeskStartup
Skills:CommunicationTroubleshootingProcess buildingCustomer empathyRapid learning
Tech Stack:IntercomZendeskHelp centerKnowledge baseMacrosWorkflowsResolution botJamLoomIntercom Livechat

Company Brief

MedScout
Provides a revenue-acceleration platform combining medical claims intelligence and sales tools to help medtech and life-sciences commercial teams prioritize opportunities and grow sales.
Industry: HealthTech
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Funding: Series A
Headquarters: Austin, United States
Founded: 2021
Glassdoor
Glassdoor: 5.0
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