User Support & Operations Specialist

📋 Description

• • As a User Support & Operations Specialist at Novellia, you will serve as the critical bridge between users and the product team, ensuring every person using the health data platform feels supported, empowered, and heard.
• • Day to day, you will own the end-to-end user support process, resolve issues and feedback with clarity and speed, collaborate with Product and Engineering to fix bugs and blockers, work with Commercial teams to support users in research registries, identify recurring pain points to drive product improvements, create and refine support resources and workflows, organize user feedback for deeper insights, contribute to patient-facing communications like FAQs and documentation, help test new features, and ensure smooth communication during product rollouts.
• • Novellia is a mission-driven health tech company that enables individuals in the US to access nearly a decade of their health data for free in under 30 seconds, consolidating records across providers into a single, up-to-date platform. The company partners with top researchers and biopharma organizations to turn patient-authorized longitudinal data into real-world evidence for innovation, regulatory submissions, and market access, backed by tier-1 investors and growing 5x year-over-year.
• • In this role, you will gain deep expertise in consumer healthcare, health data interoperability, and patient empowerment; develop cross-functional collaboration skills in a fast-paced remote environment; grow your ability to translate user insights into product impact; and take ownership of support operations while contributing to a mission that puts people in control of their health data.