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.
