About the job
Join Us in Empowering Individuals to Manage Their Health Data
At Novellia, we pride ourselves on being the pioneering company in the United States that enables individuals to access nearly a decade's worth of their health data in less than 30 seconds, completely free of charge. Our platform consolidates all health records from various healthcare providers, ensuring that users always have the most current information at their fingertips.
We collaborate with leading researchers worldwide to transform health insights into impactful actions for millions, enhancing lives through data-driven decisions.
As the sole patient-powered real-world data platform, Novellia delivers comprehensive, patient-authorized longitudinal health insights that drive biopharmaceutical innovation. Unlike conventional RWD providers that offer fragmented institutional data, we empower patients to access over 15 years of their health history at no cost, transforming these complete health journeys into tailored datasets for evidence generation, regulatory approval, and market access.
Our rapid growth of 5x year-over-year, in partnership with top pharmaceutical companies, speaks volumes about our impact, with our data being featured in significant scientific publications like ASCO and SABCS/AACR, and supported by tier-1 investors such as Spark Capital and Khosla Ventures.
Role Overview
As a User Support & Operations Specialist, you will act as the vital link between our users and the product team. Your primary goal will be to ensure that every user of our product feels supported and empowered, with their feedback directly influencing future developments.
You will manage the user support experience comprehensively, collaborating closely with our Tech team to address issues and uncover patterns that highlight our successes and areas for improvement. If you are passionate about problem-solving, enjoy direct interaction with users and cross-functional teams, and aspire to be the voice of our company, this position is perfect for your professional growth.
Key Responsibilities
Lead the user support process, ensuring prompt, clear, and thoughtful resolutions for all user inquiries and feedback.
Work collaboratively with Product and Engineering teams to address urgent user concerns, bugs, and obstacles.
Partner with the Commercial team to provide a seamless and supportive experience for users engaged in registries or research.
Identify recurring challenges and collaborate with Product to implement enhancements based on authentic user insights.
Develop and optimize support resources and workflows to enhance operational efficiency.

