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This position was posted on October 9, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
New York
Job Type
Full-time
Category
Software Engineering
Date Posted
October 9, 2025
Full Job Description
đź“‹ Description
- • Be the human face of Nestmed’s AI revolution. Every day you will field questions from thousands of clinicians who rely on our platform to reclaim hours of documentation time. You’ll own the full support lifecycle—from the first “help” email to the final “all fixed” confirmation—ensuring that every interaction reinforces why 7 of the top 10 US home-health enterprises trust us.
- • Own the Zendesk queue like a pro. You will triage, tag, and prioritize tickets across email, chat, and phone, maintaining an average first-response time of <30 minutes during East-Coast business hours. Your macros and knowledge-base articles will become the gold standard that teammates copy.
- • Become the clinician’s translator. When a nurse says, “The AI missed a wound stage,” you’ll know exactly which clinical concept, ICD-10 code, and UI flow is involved. You’ll rephrase the issue into crisp Jira tickets that engineers can act on in minutes, not days.
- • Turn bug reports into product gold. You will run weekly “voice-of-customer” sessions, surfacing patterns that drive roadmap decisions. Last quarter, support insights like yours shaved 22 % off average chart-review time—your fingerprints will be on the next 22 %.
- • Collaborate shoulder-to-shoulder with Customer Success Managers. When a 500-clinician agency is onboarding, you’ll preload their FAQs, run live training webinars, and staff a dedicated Slack channel for the first 30 days—turning nervous new users into raving fans.
- • Champion HIPAA and security best practices. You’ll verify that every screenshot, log file, and diagnostic you share is PHI-scrubbed and encrypted, keeping Nestmed’s HITRUST certification spotless.
- • Iterate on internal playbooks. You’ll A/B test macros, refine escalation paths, and build dashboards that predict ticket spikes before they happen. Your work will let us scale from 60 agencies to 600 without adding headcount.
- • Celebrate wins loudly. When a rural Mississippi agency reports that our AI saved their nurses 5 hours per week, you’ll share the story in Slack, tag the engineers who shipped the fix, and watch the emoji parade roll in.
🎯 Requirements
- • 3+ years in customer support or client-facing roles, ideally in healthtech or healthcare SaaS
- • Hands-on experience with Zendesk (or equivalent ticketing platform)
- • Deep understanding of clinical workflows, home health, or EHR/EMR systems
- • Excellent written and verbal communication skills—ability to simplify technical topics for non-technical users
- • Comfort with fast-changing environments and a bias toward action
- • Bonus: knowledge of HIPAA compliance, security protocols, and PHI handling
🏖️ Benefits
- • Competitive salary of $60,000–$100,000 plus equity in a fast-growing, mission-driven startup
- • Great health benefits—healthcare, dental, and vision coverage for you and dependents
- • Remote-first culture with flexible hours (U.S. East Coast or Central time zone preferred)
- • Direct access to founders from Stanford, YC, Google, and Meta, and mentorship from the founders of PayPal and Plaid
Skills & Technologies
About Nestmed Sp. z o.o.
Nestmed is a Polish medical device manufacturer that designs and produces single-use surgical instruments and kits for laparoscopy, gynecology, urology and general surgery. Operating from its ISO 13485-certified facility in RzeszĂłw, the company offers sterile-packed instruments including trocars, graspers, scissors and suction-irrigation sets, emphasizing safety, precision and cost efficiency for hospitals and clinics across Europe.
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