| Client Technical Operations Specialist Location: Remote (US) Who we are: b.well Connected Health is ending the fragmentation of healthcare. Our platform unifies clinical data, claims, pharmacy, and wearables into a single, longitudinal health record — empowering people to take control of their health through AI-driven insights and a seamless, personalized experience. We power consumer-facing experiences for technology organizations, digital health solutions, health plans, pharmacies, and health systems. If you're passionate about the future of healthcare, come join us! What you'll do: You'll be b.well's operational hub for B2B client support and with some end user support as needed — the person who owns the Jira Service Desk queue, triages every incoming client support ticket, resolves issues independently, manages end user support through Zendesk application, and makes sure we never miss an SLA response window. This role is more than reactive support. You'll manage proactive client communications (maintenance notices, incident alerts, annual configuration planning), monitor file delivery alerts, relay client environment downtime notices to internal teams, and handle time-sensitive manual file processing. Working closely with the Developer Services Manager and subject matter experts across Engineering, Product, and Client Success, you'll own the volume so SMEs can focus on complex resolution. You'll also watch activation, early onboarding, and churn signals for lower-contract-value clients, surfacing risks before they become escalations. This is a role for someone who is technically curious, genuinely client-focused, and takes personal ownership of response quality and proactive communication. Ticket triage & first response (~30%) - Own and monitor the Service Desk queue across all client projects. Assess incoming tickets for severity, priority, and category; respond within contractual SLA windows; and resolve Tier 1 issues and end user support requests independently, including:
- FHIR access provisioning requests, configuration questions, and data/compliance inquiries that don't require engineering escalation
- Third-party integration partner support hand-offs
- Data Connection Requests and endpoint data connection validation
- End User Support resolution, on an as-needed basis
- New support tooling configuration, including Slack integrations when needed
- Proactive follow-up with internal stakeholders to ensure timely client responses, plus ownership of client support reporting for company-wide visibility
SLA management & escalation (~25%) - Track every open ticket against contractual SLA commitments. When escalation is needed, hand off to the right SME with full context — reproduced steps, environment details, error logs, and client impact. You own response time even when the resolution belongs to someone else; you're the insurance that SLAs are met. You'll also:
- Draft and send proactive client-facing communications via CRM, including maintenance notices, incident alerts, and downtime notifications
- Manage 90/60/45-day outreach and planning for clients undergoing annual plan year or benefits configuration changes
- Keep CRM contact lists and segments accurate for client communications
- Coordinate with Client Success on recipient lists, timing, and messaging for all outbound communications
Technical triage of production & integration issues (~20%) - Reproduce and characterize reported bugs — server errors, API failures, SDK initialization problems, OAuth/SSO breakdowns, and health system connectivity issues. Capture structured bug reports that let engineering investigate without follow-up, and escalate P1/P0 issues to the Developer Services Manager immediately. You'll also:
- Monitor client file alerting for delivery issues, triage in coordination with Data Engineering, and initiate client outreach via CRM when needed
- Receive and relay client environment downtime notices to the right internal Slack channels with correct stakeholder tags
- Process same-day Jira tickets for client manual file processing requests, per established playbooks
Operational metrics & client health monitoring (~15%) - Review reporting dashboards for lower-contract-value clients to spot activation gaps and early churn signals
- Flag at-risk accounts or trends to Client Success or Product leadership with supporting data, and reach out to clients to investigate unusual metrics
- Surface patterns across tickets that point to a systemic issue or a client in trouble
Documentation & knowledge management (~10%) - Document resolutions for recurring ticket types and build internal runbooks for common issues
- Contribute to training materials for new support processes and tooling (e.g., Service Desk, Pylon)
- Maintain playbooks for proactive communications and file processing, and prepare client-facing support documentation
What we're looking for: - 2+ years in a B2B SaaS technical support, client support, or operations role
- Experience in healthcare IT, digital health, or health data platforms
- Proven ability to triage technical issues independently — reproduce bugs, read error logs, and write precise issue descriptions without needing an SME on every ticket
- Proficiency in a ticketing or service desk system (Jira Service Desk, Zendesk, Pylon, Freshdesk, or similar), including queue management, ticket creation, and reporting
- Experience supporting client-facing workflows with defined SLA commitments
- Working knowledge of REST APIs, OAuth flows, and basic web architecture — enough to understand what a client is reporting and characterize it accurately for engineering
- Excellent written communication: clear, calm, and professional under pressure
- Strong organization, with the ability to juggle multiple open tickets, competing priorities, and SLA deadlines at once
- Analytical problem-solving: the instinct to isolate the likely failure point in a multi-layer technical issue before escalating
- Comfort working cross-functionally with Engineering, Product, and Client Success
Even better if you have: - Familiarity with FHIR or healthcare interoperability standards (HL7, USCDI, SMART on FHIR)
- Experience supporting developer-facing or SDK-based integrations
- Basic SQL or data querying skills for investigating client data issues
- Experience monitoring client health metrics or dashboards in a CSM or support operations function
- Experience with a CRM or marketing email platform (HubSpot or similar) for client communications
- Familiarity with B2B support channel configuration
The target salary range for this position is $78,000 – $92,000 annually and is part of a competitive total rewards package including medical, dental, and vision insurance; 401(k); FSA and Dependent Care FSA; Employee Assistance Program; company-paid lab testing benefit; voluntary benefits including pet insurance and legal services; and paid time off and company holidays. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.
Data shows that women, people of color, and other underrepresented groups may be less likely to apply for jobs unless they believe they are a perfect match. But b.well holds diversity amongst its key values, and we have a strong commitment to building our workforce and products through that lens.
You don’t have to check every box in this job description to be a great fit for the role! If you’re excited about this position and the prospect of working for b.well, please apply. If it turns out this role isn’t for you, there may be other openings that could align with your experience and expertise!
We are committed to an inclusive and diverse b.well. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.
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