What You'll Be Doing

Core Responsibilities

• Respond to and resolve user support tickets - manage incoming Zendesk issues, troubleshoot problems, and ensure timely, empathetic responses that reflect our commitment to people living with chronic conditions.
• Maintain and improve our support centre - keep help articles accurate and up to date as new features launch and existing ones evolve, so users can self-serve with confidence.
• Monitor and improve our AI live chat bot - review bot conversations for quality and accuracy, and update the bot's guidance and context so it delivers helpful, on-brand responses.
• Surface user feedback to the business - identify recurring themes and pain points from support conversations and share structured insights with product and leadership to influence the roadmap.
• Recommend in-app Tips - based on common user questions and friction points, suggest new in-app Tips that help users get the most out of Human before they need to reach out for support.

Your Skills and Expertise

Must Haves

• Strong written communication - clear, warm, and concise, with the ability to explain things simply to people who may be dealing with complex health situations.
• An eye for patterns - you naturally spot when the same issue keeps coming up and think about how to fix it at the source.
• Curious and proactive - you look for ways to improve processes, documentation, and user experience without being asked.

Nice to Haves

• Experience maintaining or writing help centre / knowledge base content.
• Familiarity with AI chatbot tools and prompt or context management.
• Interest in health, wellbeing, or chronic condition management.
• 1–2 years of experience in a customer support or customer experience role, ideally in a SaaS, health tech, or consumer app environment.
• Comfortable working in Zendesk or a similar support platform.

What Success in Your First Year Looks Like

In your first year, you've become the voice of our users inside the business. You've built a support experience that's fast, thoughtful, and genuinely helpful — and you've kept our support centre and AI chat bot in great shape as the product evolves. You've surfaced insights that have directly influenced what we build next, and helped create in-app Tips that reduce support volume by helping users help themselves. Most importantly, you've helped people living with chronic conditions feel heard, supported, and confident using Human.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• 💬 Responding to and resolving user support tickets
• 📚 Maintaining and improving our support centre
• 🤖 Monitoring and improving our AI live chat bot
• 📊 Surfacing user feedback to the business
• 💡 Recommending in-app Tips

Key Strengths

• ✍️ Strong written communication
• 🔍 An eye for patterns
• 🚀 Curious and proactive

Why Human Health is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Human Health not with Hatch.