Customer Support Specialist (PST Timezone)

Customer Support Specialist

Glooko is focused on helping health systems address the growing challenges of glycemic safety and diabetes management across the care continuum. With the acquisition of Monarch Medical Technologies, a Glooko Company, Glooko is uniquely positioned to be the enterprise partner of choice for healthcare providers seeking to reduce glycemic risk, improve safety, and support overburdened clinical teams with coordinated expertise across both outpatient and inpatient care settings. Glooko’s comprehensive diabetes management platform supports clinical workflow optimization and improved outcomes in the outpatient setting, while EndoTool—developed by Monarch Medical Technologies—is an FDA-cleared Class II medical device that provides patient-specific insulin dosing for hospitals. Learn more at www.glooko.com.

What does a Customer Support Specialist do at Glooko?

You will provide stellar support to our customers through phone calls, chat, SMS, and email. The support you provide will require you to have a solid understanding of our mobile and web apps, our multiple methods of uploading data, and our compatibility with other manufacturer products such as blood glucose meters, insulin pumps, and continuous glucose monitors. Don’t worry, we will teach you! You will thrive if you are a self- motivated individual who enjoys learning new things.

In this role you will:

• Provide outstanding support to patients, clinics, and partners with a strong focus on customer satisfaction and efficiency
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately
• Maintain high levels of customer satisfaction by providing timely and accurate responses
• Embrace shared responsibility for commercial success by recognizing growth opportunities, reinforcing Glooko’s value, and partnering with Sales and Customer Success to support expansion.
• Identify trends related to customer inquiries and provide regular feedback to management as needed
• Participate in additional projects within the Support team or cross-functionally as needed

Attributes you have:

• Empathy 
• The ability to move quickly without rushing
• Fabulous time management skills
• A sense of ownership and teamwork 
• Strong communication skills, both written and verbal
• Strong bias for action, ability to dive deep, and insistence on the highest standards
• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems

Qualifications:

• 1 - 3 years of experience supporting a software product, preferably SaaS Healthcare
• Excellent troubleshooting, root cause analysis, and problem-solving skills
• Experience managing cases throughout the entire support lifecycle: from initial customer inquiry, to triage and reproduction, writing bug reports for hand off to the development team and case resolution
• Zendesk, JIRA/Confluence, Pendo, and Salesforce experience a plus
• An attitude focused on customers and an ability to empathize with what they experience
• Exceptional verbal communication skills with friendly, patient and professional phone demeanor
• Exceptional written communication skills with the ability to quickly compose clear and concise answers
• Individual performer and team player with a vested interest in continuous self-improvement
• Ability to work in a hyper-growth environment with shifting priorities

Bonus:

• Zendesk Admin experience
• Experience working with remote teams in multiple countries
• Multilingual is a big plus (Spanish or French)
• Willingness to work flexible hours as needed

About Glooko:

There are over 420 million people in the world with diabetes and Glooko helps them, as well as their physicians and care team, manage the disease more easily and cost-effectively. Glooko is the UnifiedPlatform for Diabetes Management and provides an FDA cleared, HIPAA compliant Web and Mobile (iOSand Android) application for people with diabetes and the clinicians who treat them. The platform seamlessly unifies data from over 80 of the leading blood glucose meters, insulin pumps, continuous glucose monitors, activity trackers, and biometric devices to deliver insights that improve personal and clinical decision support.Glooko’s mobile app and web dashboard enable patients to easily track and proactively manage all aspects of their diabetes care. Glooko’s Population Tracker and APIs offer diabetes-centric analytics and supply insightful reports, graphs and pattern-triggered notifications to patients, health systems,and payers. The Glooko platform also allows customers and third-party developers to create branded modules for Glooko users. Glooko has a global footprint and is funded and managed by visionary technologists and leaders in healthcare.

Glooko Benefits Include:

• Have a meaningful impact on people’s lives
• Competitive salary based on experience and geographic location
• Pre-IPO stock incentives
• Full benefits: medical, dental and vision
• Annual reimbursement on fitness expenses (gym memberships, running shoes, yoga classes, etc.)
• 401(k) matching program
• Valuable experience in the rapidly growing mobile health industry

Glooko provides equal employment opportunities (EEO) to all employees and applicants for employmentwithout regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age,marital status, or disability. In addition to federal law requirements, Glooko complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring,placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, andtraining.Posted positions are not open to third-party recruiters/agencies and unsolicited resume submissions will be considered free referrals.