Support Specialist

About the Company

Subscribili is a disruptive, next-generation healthcare-tech startup based in Austin, Texas – the Silicon Valley of the South. Established in 2021 by veterans from Flatiron Health and McKinsey, our mission is to bridge the care gap in the U.S. Our revolutionary software offers customizable subscription services, allowing patients and their families to access preventative care and other treatments at reduced prices. We envision a world where financial constraints don't deter individuals from seeking essential healthcare.

Role Overview

Subscribili is seeking a Support Specialist to serve as a key link between patients, healthcare providers, and internal teams. This role focuses on delivering exceptional patient & provider support, resolving operational issues, analyzing patient journey data, and improving overall service experience. You will combine customer support, healthcare operations, data analysis, and cross-functional coordination to ensure patients receive timely, effective, and compassionate assistance. The ideal candidate is empathetic, detail-oriented, analytical, and thrives in a fast-paced startup environment.

Location & Working Hours

HSR Layout, Bangalore, Karnataka – In-Office, Monday to Friday, US/UK shift hours

Key Competencies

• Patient & Customer Empathy
• Analytical Thinking
• Communication & Active Listening
• Problem Solving
• Operational Coordination
• Attention to Detail
• Adaptability in Fast-Paced Environments
• Cross-Functional Collaboration

Key Responsibilities

Support & Experience Management

• Serve as the primary point of contact for patient & provider inquiries, concerns, and service requests.
• Provide timely, accurate, and empathetic support across multiple communication channels.
• Guide patients & providers through onboarding, subscriptions, and care navigation processes.
• Monitor interaction experience and proactively identify areas for improvement.
• Ensure high levels of patient satisfaction and trust.

Operations & Issue Resolution

• Coordinate with clinical, product, engineering, and operations teams to resolve patient issues.
• Manage escalations and ensure resolution within defined SLAs.
• Document recurring issues and contribute to workflow improvements.
• Support rollout of new features, care programs, and operational updates.
• Maintain accurate records of patient interactions and case history.

Data Analysis & Reporting

• Analyze support metrics, trends, and service performance.
• Track KPIs such as response time, resolution rate, satisfaction (CSAT), and retention.
• Identify patterns in support issues and recommend corrective actions.

Product & Process Improvement

• Gather user feedback and communicate insights.
• Participate in product testing (UAT) and validate patient/provider-facing workflows.
• Support continuous improvement initiatives to enhance patient experience.
• Help refine SOPs, FAQs, and support documentation.

Interview Process

• Recruiter Screen (30 minutes)
• Hiring Manager Interview (45–60 minutes)
• Case Study / Practical Assessment
• Cross-Functional or Leadership Interview
  

Qualificaions

Required:

• 2+ years of experience in Customer Support, Patient Support, Healthcare Operations, Customer Success, or Business Operations.
• Strong communication and interpersonal skills with a patient-first mindset.
• Proficiency in Excel or Google Sheets for reporting and analysis.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical skills.

Preferred:

• Experience in healthcare, health-tech, insurance, or patient services.
• Familiarity with CRM or ticketing tools (Salesforce, Zendesk, Freshdesk, HubSpot, etc.).
• Experience with reporting tools (Tableau, Power BI, Looker, etc.).
• Spanish bilingual skills are a plus.
• Startup or SaaS environment experience is preferred.

Why Join Subscribili

• Competitive Salary: Attractive compensation aligned with your skills and experience.
• Equity Options: Share in the company's growth and long-term success.
• Health & Wellness: Comprehensive coverage for you and your family.
• Collaborative Culture: Work onsite in HSR Layout with a driven and mission-focused team.
• Generous Leave Policy: Paid vacation, sick leave, and parental leave support.
• Learning & Development: Access to courses, workshops, and conferences.
• Career Growth: Structured mentorship and clear growth pathways in healthcare-tech.