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User Support & Operations Specialist

NovelliaRemote
Remote Contract

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Experience Level

Entry Level

Qualifications

Qualifications:Strong communication skills with the ability to convey complex information clearly. Experience in customer support or operations, preferably in a tech or health-related field. Problem-solving mindset with a passion for user advocacy and improvement. Ability to work collaboratively in a fast-paced, dynamic environment. Familiarity with data analysis tools is a plus.

About the job

Novellia gives people fast, secure access to their health data. The platform lets users gather years of health records from different providers in seconds, free of charge. Novellia’s work with global researchers helps turn patient data into insights that support informed health decisions and drive biopharmaceutical innovation. The company’s data has appeared at major scientific conferences, and Novellia continues to grow with support from leading investors.

Role overview

The User Support & Operations Specialist plays a central role in connecting Novellia’s users with the product team. This position centers on making sure users feel supported and heard, while their feedback helps guide product updates. The role involves managing the full user support process, working side by side with technical teams to resolve issues, and identifying trends that highlight both strengths and areas for improvement. It’s a good fit for someone who enjoys solving problems, engaging directly with users, and working across teams.

What you will do

  • Manage the user support process by providing prompt, clear responses to questions and feedback.
  • Coordinate with Product and Engineering to address urgent issues, bugs, and blockers reported by users.
  • Work with the Commercial team to ensure a seamless experience for users in registries or research projects.
  • Identify recurring issues and collaborate with Product to drive improvements based on user feedback.
  • Develop and update support resources and workflows to improve operational efficiency.

Location

This role is fully remote.

About Novellia

Novellia is a trailblazing company dedicated to empowering individuals by providing unprecedented access to their health data. Our innovative platform not only simplifies the data retrieval process but also fosters collaboration with top-tier researchers to turn health insights into actionable solutions. We are committed to enriching lives through the power of data and driving advancements in biopharmaceutical innovation.

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