Product Support Specialist

Medsien is the leading provider of scalable remote care management for a quality patient experience. Hundreds of organizations trust Medsien’s unparalleled technology solutions to implement exceptional remote care management programs, personalize every interaction, and improve the lives of the people who need it most. Based in San Francisco and venture-backed by top-tier investors, Medsien was founded to reimagine remote care management. 

More than 60% of all U.S. adults—over 150 million people—live with at least one chronic condition, which requires dedicated, ongoing medical support outside the four walls of their doctor’s office. And yet, only 20% of these patients have access to remote care from the comfort of their homes, putting their health at significant risk. Together, we can save lives and create a real impact. 

Medsien is a venture-backed healthcare SaaS company experiencing rapid growth and looking to expand our team. We are seeking an organized, motivated, and passionate Product Support Specialistto join our team of talented and inspiring colleagues in a fast-paced environment.

As a Product Support Specialist, you will play a crucial role in establishing strong connections between our product and users. Collaborating closely with Product, Engineering and steakholders, you will ensure a seamless feedback loop, enabling continuous product improvements. You will have the opportunity to directly gain invaluable insights into the specific use cases and challenges and integrating those in our product. This is an instrumental, cross-functional role that will be pivotal in our scaling efforts. 

As a Product Support Specialist, you will:

• Provide product support to B2B clients by addressing product-related questions and technical issues,
• Track and manage support tickets, ensuring timely updates and resolution,
• Ensure a healthy communication line among teams,
• Collaborate with Operations, Product and Engineering to enhance customer experience,
• Help communicate product updates and strategy with internal stakeholders and executives.

Requirements:

• Passion for delivering exceptional user experiences and a proven ability to develop a deep understanding of complex products and their various use cases.
• Ability to empathize with user problems, understanding pain points and needs to effectively shape product decisions.
• Strong multitasking skills with the ability to manage multiple priorities simultaneously.
• Problem-focused and solutions-oriented mindset with exceptional attention to detail and a hands-on approach to getting things done.
• Experience with B2C products and working with end users.
• Comfort operating in a distributed, asynchronous environment, with a bias toward documentation, clarity, and momentum.
• Bachelor's degree.
• Excellent English skills, both written and verbal.
• Residence in Istanbul city center.
• 0-2 years of experience in product operations, product support, or a closely related role working closely with product and engineering teams is a strong nice to have.

For this position, we offer:

• competitive USD salary,
• Flexible vacation and PTO policies,
• Fully remote work opportunities, 
• Training, mentorship, and coaching from leadership. 

Please bear in mind that:

• This position's work hours are 14:00-22:00 during work days.
• This is a permanent-term contractor job opportunity with Medsien Inc.
• Due to in-person collaboration requirements, candidates based in Istanbul are preferred.
• All interviews will be conducted in English and the candidates having less than advanced level of English will be directly eliminated from the process regardless of their technical skills and expertise.

Our Process 

We will review your application along with all the others we receive and pick the top profiles for a screening call. In many cases due to time constraints and our candidate volume, only the short-listed candidates are contacted but we do consider each application carefully. If you have been selected as a short-listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed! We receive many applications for each role and must prioritize who we speak to. 

Employment at Medsien is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national or ethnic origin, religion, marital status, pregnancy, sexual orientation, gender identity or expression, disability, age, citizenship, veteran or military status, and other legally protected characteristics. 

Thank you for taking the time to apply for a position at Medsien! 

Please visit the below links for GDPR details: 

https://www.medsien.com/legal/employee-candidate-information-notice

https://www.medsien.com/legal/employee-candidate-explicit-consent-statement