About Babyscripts

Babyscripts exists to solve the problems generated by the critical shortage of obstetrical providers in the U.S. Babyscripts was founded to rethink the delivery of pregnancy care through the power of technology and remote patient monitoring. Babyscripts offers comprehensive virtual maternity care that, through managing various levels of risk, addresses an outdated model for pregnancy care that has not moved the needle in decreasing maternal morbidity and mortality; an inability to address social determinants of health; and the critical need to transition care outside of the clinic.

Babyscripts is a leading innovator in digital health, dedicated to transforming the landscape of maternal care. Our digital platform and virtual care management team engage people who are pregnant to help them through their journey, particularly those with complications related to hypertension, diabetes, and mental health.

We monitor point-of-care device-generated data to trigger personalized interventions while simultaneously informing providers and payers of addressable risks. Babyscritps takes on the tasks related to human-based interactions as required for RPM reimbursements, eliminates excess costs for OB practices to take this added work on themselves, and improves patient engagement, satisfaction, and outcomes across the continuum of maternal care. We are ushering in a new era for women’s health. Remote monitoring is a smarter way to care.

About The Role

We are seeking a Bilingual (English and Spanish) Customer Success Associate to help support our growing customer and patient populations. This role will be responsible for day-to-day customer service in the areas of:

• Technical support of the Babyscripts app and devices
• Onboarding and offboarding support
• Ongoing program maintenance

Key to the role are time management and problem-solving skills, with a passion for building relationships and delighting customers. The successful candidate is willing to work in a dynamic environment and hit the ground running to provide daily support to our users.

This person will report directly to the Director of Customer Support and Care Management.

Key Responsibilities

• Be the first point of contact for our customers and patients and handle customer service inquiries by phone and email.
• Ensure timely resolution of support inquiries and manage the upkeep of multiple inboxes and phone lines.
• Become an expert on the Babyscripts product suite with a deep understanding of our technology, content, and end-to-end patient and customer experiences.
• Teach new functionality and provide technical and operational support to our patients and customers in both English and Spanish.
• Work closely with Customer Success, Engineering, and Product teams as needed to ensure appropriate resolution and follow-up of user needs.
• Support efforts related to program and team operations, including logistics, planning, forecasting, data collection, and auditing.
• Be the eyes and ears of our end users in support of new product roll-outs, feature enhancements, and ad-hoc customer needs.
• Build relationships and navigate internal teams to get answers, drive progress, and create solutions promptly.
• Support the Customer Success and Care Management teams with projects as they arise.

Who You Are

You’re a customer experience advocate and are dedicated to the happiness and satisfaction of our customers. You’re a creative thinker, problem solver, proactive learner, and not afraid to deal with tough situations. You’re a natural communicator, an excellent conversationalist, and a clear writer who is passionate about delivering the best service and support to our user base. You care about the details, thrive in a team-oriented environment, and can distill complex problems into manageable pieces. You love coming up with simple, repeatable solutions to foster the growth of the Customer Support team.

Required Skills and Qualifications

• Fluent in Spanish and English
• Experience with Microsoft Office Suite and Google Suite of products.

• Ability to quickly learn in-house tools, browser-based services, and mobile technologies.
• Strong interpersonal skills with impeccable written and verbal communication skills in English and Spanish. Ability to condense and communicate “technical speak” into actionable steps in a support setting.
• Time management and organizational skills; excellent attention to detail and ability to prioritize wisely.
• Positive attitude, adaptability, resourcefulness, and “get stuff done” ethos to work independently and create value in a quickly evolving environment.
• Solve difficult customer situations creatively and efficiently – you LOVE solving pain points and teaching new things.
• Independent thinker yet effective in collaborative environments.
• High school diploma
• Must be able to work during standard business hours on either an Eastern time zone or Pacific time zone schedule
• Must be able to work approximately 30-40 hours per week

Desired Skills and Qualifications

• 1-2 years of experience in a customer service or customer-facing role
• A bachelor’s degree in business, communication, social sciences, liberal arts, or equivalent is preferred
• Experience with Help Scout or other customer service/CRM software is a plus

Logistics

• The candidate must be able to successfully work remotely.
• The candidate must have experience designing and establishing a productive, efficient, and balanced WFH routine so as not to detrimentally affect either professional outcomes or personal life.