Customer Service Representative (Nights and Weekends)

In this role, you will provide customer support primarily through digital channels (email, chat, and messaging platforms). You will work outside of normal business hours (evenings and/or weekends) to ensure continuous support for patients. This position requires strong written communication skills, attention to detail, and the ability to troubleshoot issues efficiently. Description This role will be primarily remote with the opportunity for additional hours in-office. Training will be in-person in our North Austin office. Description

Key Responsibilities

Patient Support

• Engage with patients and research participants primarily via chat, email, and messaging platforms. Phone support will be done as needed.
• Provide empathetic, clear, and timely responses to inquiries.
• Assist patients with troubleshooting issues related to our product or services.
• Document customer interactions and escalate complex cases as needed.
• Collaborate with internal teams to ensure patients receive the highest level of care and support.
• Gather feedback from patients to help improve our digital support experience.
• Uphold company policies and best practices while assisting patients.

Internal Support & Logistics

• Monitor and report any technical issues or trends in patient concerns.
• Assist with tracking and coordinating inventory, including patient device logistics.
• Maintain accurate and thorough documentation of patient interactions.

Required Qualifications

• Must be located near the Austin, TX Metropolitan Area
• 3+ years of experience in customer support, healthcare support, or digital communication-based roles.
• Strong written communication skills with the ability to convey empathy and clarity in messages.
• Tech-savvy and able to navigate multiple systems efficiently.
• Detail-oriented with excellent problem-solving skills.
• Comfortable working independently during evening and weekend hours.

Preferred Qualifications

• Experience working with patients in a healthcare, pharmaceutical, or remote patient monitoring (RPM) setting.
• Familiarity with customer support software (e.g., Zendesk, Salesforce) and internal documentation tools (e.g., Atlassian products).
• Experience working in a technology startup environment.

Why Join Us?

• Make a meaningful impact by supporting patients.
• Be part of a mission-driven company focused on customer experience and innovation.
• Opportunity to grow within a supportive and collaborative team.

About Us: Happy Health is an Austin-based biotech company with $60M in venture financing and a mission to reinvent healthcare through at-home diagnostics and remote patient monitoring. We are the personalized data layer powering AI-based healthcare. Our first product, Happy Ring (happyring.com) is the only FDA-grade biometric monitoring platform that is designed for large scale deployment, combining best-in-class 24/7 consumer wearability and clinical accuracy in the same device. Our current focus is on clinical customers where our novel product offering has received tremendous traction. We’re helping physicians, researchers, and other healthcare professionals deliver better care to their patients in the real-world, in real-time. But clinical is just the beginning, as we explore exciting opportunities for bringing improved health into the lives of everyone through direct-to-consumer applications. At Happy, you’ll not only make a difference quickly, having a direct effect on our success, you will also be able to grow and manage your career path. We provide access to development resources including e-learning courses, training programs, and support from our team of helpful industry experts. Salary $20 - $25 per hour Apply Job!