Senior Technical Specialist, Customer Experience

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

As a Sr. Specialist, Technical Customer Experience at Zocdoc, you will deliver high-quality technical customer support by applying strong product and systems knowledge within established workflows. You will independently resolve the majority of technical setup, configuration, and troubleshooting issues, including standard integrations and feature installations, while escalating non-standard, sensitive, or high-risk cases appropriately.

In this role, you will serve as a reliable technical partner for customers, ensuring accuracy, efficiency, and clear communication throughout the support experience. Your work enables smooth onboarding, successful feature adoption, and sustained customer trust in Zocdoc’s platform.

• Serve as a primary point of contact for technical customer issues across all channels
• Independently resolve routine and moderately complex technical issues within known patterns and workflows
• Support technical setup, configuration, integrations, and feature installations
• Escalate non-standard, sensitive, or high-risk technical issues to senior teammates or cross-functional partners as appropriate

• Diagnose technical issues by gathering relevant information and validating system behavior
• Guide customers through troubleshooting steps and confirm successful resolution and functionality
• Apply established technical workflows and tools to ensure consistent outcomes

• Maintain accurate, thorough documentation of technical issues, actions taken, and resolutions
  Ensure compliance with data protection and PHI standards through proper redaction and correct tool usage
• Follow process adherence standards to support operational consistency

• Partner with internal teams when deeper technical investigation or coordination is required
• Share relevant context and findings to support timely resolution
• Collaborate with peers to exchange learnings and improve technical support quality

• Maintain strong schedule adherence and productivity across channels
• Balance quality, efficiency, and accuracy while managing multiple technical cases
• Contribute to reliable service coverage and consistent technical customer experiences

Compliance

• Schedule Adherence (lates, breaks, unplanned points)
• Process Adherence (slow pickup rate, missed calls, open cases)
• PHI Protection (proper chat redaction, correct Retool usage)

Performance

• Quality: CSAT, QA, Huddle Quiz results, Resolution effectiveness
• Efficiency: Email productivity, Call ACW, Chat ACW, Chat response time
• Escalation Metrics: Appropriate identification and escalation of non-standard or high-risk technical issues

• Strong verbal and written communication skills
• Experience providing technical customer or product support
• Ability to troubleshoot technical issues using defined tools and workflows
• Strong attention to detail and commitment to accuracy
• Ability to manage multiple cases and priorities effectively

• Bachelor’s degree or equivalent professional experience
• Experience supporting SaaS platforms, integrations, or technical configurations
• Familiarity with CRM, ticketing, or technical support tools

Experience working in healthcare, technology, or regulated environments