Support Specialist

Job Description

Responsibilities

Device setup and troubleshooting

• Guide new members through CGM application, smart scale Bluetooth pairing, watch and ring sync.
• Work through the in-app setup flow with members who get stuck patiently, step by step.
• Escalate hardware failures or persistent issues to the relevant vendor or internal team.
• Confirm device status for every new member at 48 hours post-enrollment.

Scheduling support

• Handle day-before call confirmations for all member calls.
• When a nutritionist or heart coach flags a member as unreachable, attempt contact via alternative channels (call, WhatsApp, email) before escalating to the care coordinator.
• Resolve calendar conflicts and reschedule when members can’t make a booked slot.
• Coordinate blood test appointments scheduling, reminders, and ensuring results are uploaded to NorthStar.

Daily operational communication

• Send routine operational messages: shipment updates, welcome check-ins, reminder nudges, post-call follow-up messages.
• Route member queries to the right clinical contact — does not attempt to answer clinical questions.
• Flag any message that sounds like distress, clinical urgency, or dissatisfaction to the care coordinator immediately.

Logistics coordination

• Track all welcome kit shipments and proactively resolve delays.
• Coordinate with the logistics team on plan-specific kit configurations.
• Keep the shipment tracker current at all times.

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