EnrollHere, Inc. · 21 hours ago
Lead Technical Support Specialist
United States
Full-time
Remote
Mid, Senior Level
$55K/yr - $75K/yr
2+ years expEnrollHere, Inc. is on a mission to make healthcare enrollment simple, transparent, and accessible for everyone. The Lead Technical Support Specialist is responsible for owning frontline support quality, mentoring teammates, and serving as the primary escalation point for technical and workflow-related issues while collaborating with Product, Engineering, and Operations to improve support workflows and customer experience.
Artificial Intelligence (AI)InsuranceSoftwareWeb Development
Responsibilities
Serve as the primary escalation point for complex Tier 2-3 issues involving platform workflows, integrations, dialer tools, and account configurations
Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy
Ensure SLA adherence and consistent response quality across active conversations
Identify patterns in support issues and proactively recommend solutions
Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards
Review tickets for accuracy, tone, and technical correctness
Assist with onboarding and ramping new support hires
Contribute to and refine support macros, workflows, and automations in Intercom
Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection
Clearly document bugs, edge cases, and reproduction steps for Engineering
Partner with Product and QA to validate fixes and communicate resolutions back to users
Own and improve internal and external documentation using Notion and Intercom Articles
Identify gaps in onboarding, help content, and self-service resources
Help scale support operations by improving workflows, tagging, reporting, and escalation paths
Own and scale technical support operations, including escalations, workflow optimization, and Intercom efficiency
Improve documentation, onboarding flows, and self-service resources to reduce repeat issues
Act as a strong technical liaison between Support, QA, and Engineering to improve issue resolution and product feedback loops
Qualification
Required
2-4 years of experience in technical support, customer support, or a similar role
Strong hands-on experience with Intercom (Inbox, Articles, automations, macros)
Experience working in a ticket-based support environment (Intercom, Zendesk, Freshdesk, Jira Service Management, etc.)
Comfortable troubleshooting browser-based applications using developer tools
Excellent written communication and a calm, customer-first mindset
Proven ability to manage multiple priorities in a fast-paced, remote environment
Benefits
Medical: 4 United Healthcare medical plans (including an HSA option)
Dental: 3 dental plans (Aetna and MetLife)
Vision: 2 Aetna vision plans
Wellness & Mental Health: 5 additional Medical Plus benefits, including telehealth support and an annual Talkspace subscription
Ancillary Coverage: 4 ancillary plans and supplemental life insurance
Retirement: 401(k) with a 4% match (after a 90-day exclusionary period)
PTO & Flexibility: Generous PTO and remote work support
Growth: Learning stipends and opportunities for professional development
Company
EnrollHere, Inc.
🚀 Streamline Your Business with EnrollHere! At EnrollHere, we empower sales organizations with cutting-edge technology to optimize their operations.
11-50 employees
Funding
Current Stage
Early StageRecent News
Company data provided by crunchbase