About the Role

We are seeking a detail-oriented and resourceful Technical Support Specialist to join our team. In this role, you will be responsible for managing and resolving customer inquiries through multiple channels, ensuring timely and effective solutions. You will handle support tickets, provide product and technical troubleshooting, and maintain accurate records of all customer interactions. Your ability to communicate clearly, problem-solve, remain organized and multi-task will be essential to delivering outstanding support experiences.

You will work closely with our internal teams using tools such as Freshdesk, Mixpanel, Slack, and Google Workspace to document cases, escalate issues, and streamline processes. This position offers the opportunity to contribute to our collaborative culture and help us build an exceptional member experience.

What You'll Accomplish

• Achieve or exceed 80% customer satisfaction by providing excellent, efficient, and empathetic support in all interactions with members each quarter.

• Maintain an intermediate level understanding of our program and product, including common practices and best practices.

• Achieve or exceed an average of 20 (MS) or 15 (TS) ticket/call resolutions per day each quarter.

• Able to provide a limited perspective and input on how the support operation is running to help improve it for the future.

• Can be relied on to be available, on time, and ready for work each day.

• Requires a moderate level of oversight to complete duties and periodically seeks out additional guidance or clarification

Basic Qualifications

• Available to work a variable schedule, including shifts within our hours of operation (4:00am–7:00pm PST), which may include evenings, weekends, and holidays as required.

• Call Center Experience: 1+ years of experience in a call center environment, demonstrating strong customer service and problem-solving skills.

• Remote Work Experience: Proven ability to succeed in a remote work setting, including effective time management and use of virtual communication tools.

• Public-Facing Email Communication: Experience providing customer support or communication via public-facing or shared email inboxes, with excellent written communication skills.

• Technical Support: Hands-on experience delivering technical support to end-users, troubleshooting issues, and explaining technical concepts to non-technical audiences.

• Working with SAAS Experience

Preferred Qualifications

• Bilingual (Spanish/English): Proficient in both verbal and written Spanish and English communication.

• Chat Support Experience: Previous experience providing real-time customer support via chat platforms.

• Experience with Freshdesk, Mixpanel, Slack, and Google Workspace: Hands-on experience using these specific tools in a customer support or technical support environment.

Compensation

This position will have an annual salary, plus equity and benefits. Please note the annual salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. For this position, our salary ranges are listed below:

Tier 3: IL (ex Chicago), MD(ex DC Radius), MA (ex Boston Radius), NH (ex Boston Radius), NY (ex NYC Radius), RI (ex Boston Radius), TX (ex Houston), VA (ex DC Radius), WA (ex Seattle Radius), WI (ex Chi Radius), AK, CO, DE, GA, HI, MI, MN, NC, NV, OR, PA: $20.83/hr - $31.25//hr

Tier 4: AL, AZ, AR, FL, ID, IN (ex Chicago), IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, ND, OH, OK, SC, SD, TN, UT, VT, WV, WY: $18.85/hr - $28.27/hr

About Hinge Health

Hinge Health leverages software, including AI, to largely automate care for joint and muscle health, delivering an outstanding member experience, improved member outcomes, and cost reductions for its clients. The company has designed its platform to address a broad spectrum of MSK care—from acute injury, to chronic pain, to post-surgical rehabilitation—and the platform can help to ease members’ pain, improve their function, and reduce their need for surgeries, all while driving health equity by allowing members to engage in their exercise therapy sessions from anywhere. The company is headquartered in San Francisco, California.

Learn more at http://www.hingehealth.com

What You'll Love About Us

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.

• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.

• Modern life stipends: Manage your own learning and development

Diversity and Inclusion

Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter.

By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy.