Lead Technical Support Specialist - Remote

Overview

EnrollHere is on a mission to make healthcare enrollment simple, transparent, and accessible for everyone. We partner with organizations nationwide to deliver streamlined technology and exceptional customer experiences, ensuring members can access the coverage they need with confidence. Our fully remote team thrives on collaboration, innovation, and a shared commitment to improving the enrollment journey for all.

In Short

• Serve as the primary escalation point for complex Tier 2–3 issues.
• Respond to inquiries via Intercom with speed, clarity, and empathy.
• Ensure SLA adherence and response quality across conversations.
• Identify patterns in support issues and recommend solutions.
• Lead the support function and set quality standards.
• Review tickets for accuracy and technical correctness.
• Assist with onboarding new support hires.
• Diagnose browser-based issues and document bugs.
• Own and improve documentation using Notion and Intercom Articles.
• Improve workflows and self-service resources.

Requirements

• Hands-on experience with Intercom.
• Understanding of modern ticketing systems.
• Experience in technical support and troubleshooting.
• Strong communication skills for customer-facing support.
• Ability to work collaboratively with Product and Engineering teams.

Benefits

• Fully remote work environment.
• Collaborative and innovative team culture.
• Opportunities for professional growth and development.