mPulse · 1 day ago
Customer Support Specialist II
United States
Full-time
Onsite
Entry, Mid Level
2+ years expmPulse is a company that provides a platform for customer engagement, and they are seeking a Customer Support Specialist to serve as the first line of support for their clients. The role involves technical troubleshooting and communication to ensure a positive experience for customers using the mPulse platform.
AnalyticsHealth CaremHealthMobile
Responsibilities
Act as the primary contact for customer inquiries through the mPulse Customer Community, email, chat, and phone
Troubleshoot and resolve technical issues related to the mPulse platform
Provide education and guidance to customers on product features and functionality
Manage customer support cases using Salesforce and Jira, ensuring accurate documentation
Escalate complex issues to Engineering, Product, or senior support teams as needed
Collaborate with internal teams to communicate customer feedback and recommend improvements
Maintain current knowledge of product updates, enhancements, and releases
Contribute to internal documentation and external knowledge base content
Meet or exceed KPIs such as response time, resolution rate, and customer satisfaction
Participate in proactive system monitoring and on-call rotation as scheduled
Support customers across all U.S. time zones
Qualification
Required
Excellent written and verbal communication skills
Strong technical troubleshooting skills (SQL, APIs, integrations, cloud systems)
Familiarity with Salesforce, Jira, and other CRM/ticketing tools
Strong organizational and prioritization skills in a fast-paced environment
Ability to demonstrate empathy, patience, and a customer-first mindset
Analytical thinker with excellent problem-solving abilities
Ability to work independently and collaboratively in a remote environment
2–4 years of experience in a SaaS customer support or similar technical support role
Bachelor's degree or equivalent work experience
Ability to sit and stand for extended periods of time
Ability to lift up to 10 lbs
Preferred
Experience supporting B2B software platforms preferred
Familiarity with remote work and communication tools (Slack, Zoom, Teams, Confluence)
Company
mPulse
mPulse, a leading Health Experience and Insights company, is transforming consumer experiences to deliver better, more equitable health outcomes.By combining AI-powered analytics, omnichannel outreach, and digital health navigation technology, mPulse creates personalized health journeys and provides advanced insights to facilitate collaboration across the healthcare ecosystem.
501-1000 employees
H1B Sponsorship
mPulse has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (10)
2023 (9)
2022 (5)
2021 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$41.95MKey Investors
PSG EquityOptum VenturesSJF Ventures
2022-01-10Series Unknown
2020-08-11Series C· $16M
2018-05-07Series B· $11M
Leadership Team
Lara Stell
Chief Financial Officer
Jared Reitzin
Founder & Board Member
Recent News
Company data provided by crunchbase