---
title: 'User Support Specialist at Hello Heart'
canonical: 'https://feeny.ai/job/user-support-specialist-hello-heart-united-states-h1192qby2vxv'
type: 'job'
last_seen: '2026-11-01'
---

# User Support Specialist at Hello Heart

- **Company:** Hello Heart
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-10-22
- **Last confirmed live:** 2026-11-01
- **Apply:** https://job-boards.greenhouse.io/helloheart/jobs/8908925002

## Job description

About Hello Heart:

Hello Heart is on a mission to make heart attacks a thing of the past.

We’re an AI company focused exclusively on heart health, building a platform that predicts and prevents cardiac events before they happen—identifying risk up to 10 days in advance versus 10 years in traditional clinical models.

This is already working at scale. Hello Heart has been shown to reduce inpatient hospital days by 47% and deliver ~$1,800 in annual savings per member. Hello Heart is the cardiac prevention partner to over 80% of large U.S. health plans and serves hundreds of public and private employers.

We’re defining how the #1 cause of death—heart disease—is managed in the AI era. Join us.

## About the Role

We’re looking for a User Support Specialist who brings empathy, clear communication, and strong problem-solving skills to help our members. Reporting to the Senior Manager of User Support, you will balance email and phone requests, investigate complex member issues, and help guide escalations to the right resolution. This role is a great fit for someone who takes pride in excellent service, enjoys solving challenging problems, and wants to help make support better for both our members and teammates.

## Responsibilities

- Manage our support queue, balancing timely email and phone responses with accurate work, clear notes, and a great member experience.
- Investigate app, device, and account issues to find the cause, solve problems, and determine when more help is needed.
- Meet team goals for response times, member satisfaction, and ticket quality while solving issues quickly and accurately.
- Take ownership of support requests through resolution, effectively managing open tickets, tracking next steps, and proactively keeping members in the loop.
- Help members through difficult or sensitive situations with empathy, patience, and good judgment.
- Recognize issues that may affect multiple members or need further investigation, gather the key facts, and escalate them to the right team.
- Work closely with teammates and other departments, share clear updates, and raise concerns early when something could delay a resolution.
- Protect member information by following HIPAA guidelines and Hello Heart security policies.
- Stay current on product changes, identify common member challenges, and suggest ways to improve the member experience and support processes.
- Use approved AI tools to improve your own work and team processes. Check AI results for accuracy and protect private information.

## Qualifications

- Prior experience in customer support or technical support.
- Strong written and verbal communication skills, including the ability to explain technical issues in simple terms.
- Strong problem-solving skills, good judgment, and the ability to stay organized and accurate when work gets busy.
- Open to feedback, willing to learn from mistakes, and comfortable sharing ideas or asking for help.
- Experience using Zendesk or another customer support system.
- Experience using AI tools like ChatGPT, Claude, or Gemini to solve problems or improve daily work, with an interest in learning new ways to use them.
- A quiet, private workspace that protects healthcare information.

## Compensation

The US base salary range for this full-time position is $60,000 to $72,000. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the salary only and do not include equity or benefits.

Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our [Instagram page](https://www.instagram.com/helloheartapp/).

## About Hello Heart

## Company Overview
- **One-liner**: Hello Heart is a digital therapeutics company focused exclusively on preventing and managing heart disease through AI-powered coaching, connected devices, and behavioral science.
- **Entity Type**: Private (Series D)
- **Headquarters**: Menlo Park, California (Silicon Valley) with additional offices in Tel Aviv, Israel; New York City; and Austin, Texas [helloheart.com](https://www.helloheart.com/about/company)
- **Founded**: 2013
- **Founders**: Maayan Cohen (CEO) and Michal Gutman [helloheart.com](https://www.helloheart.com/about/company)

## Core Business
- **Primary industry**: Digital Therapeutics / Healthcare IT
- **Target customers**: B2B (employers, health plans, health systems) — the solution is distributed through benefits programs; end users are individuals managing hypertension and cardiovascular risk.
- **Mission or purpose statement**: "Taking on the number one cause of death" — empowering people to manage their heart health and change the future of heart health for good. [helloheart.com](https://www.helloheart.com/about/company)

## Products & Services
- **Hello Heart Program (Digital Therapeutic)**: An app-based program combining a free blood pressure monitor with AI-powered guidance, personalized coaching, medication tracking, and behavioral science to help users lower and manage their blood pressure. The program is clinically validated and has demonstrated a 47% reduction in inpatient hospital days and $1,709 in savings per member per year. [helloheart.com](https://www.helloheart.com/)
- **Nia (AI Health Assistant)**: An AI-powered assistant designed to help members understand heart health questions between visits, operating within clinician-informed safety guardrails for accuracy and safety. [helloheart.com](https://www.helloheart.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: **$138M total funding raised through Series D** [helloheart.com](https://www.helloheart.com/about/careers)
- **Notable Investors/Partners**: Member of the American Heart Association Innovators’ Network, American College of Cardiology Industry Advisory Forum, and CVS Health Point Solutions Management program. [helloheart.com](https://www.helloheart.com/about/company)
- **Growth Signals**: More than **225 global employees** and over **452K subscribers** served. The company is expanding its AI capabilities with the launch of "Nia" and has a growing commercial presence across the U.S. [helloheart.com](https://www.helloheart.com/about/careers)

## Competitive Advantages
- **Exclusive focus on heart disease**: Hello Heart is the only digital therapeutics company to focus exclusively on heart disease, giving it deep domain expertise and a highly tailored product.
- **Proven clinical and financial ROI**: Published outcomes show 47% fewer inpatient hospital days and significant per-member cost savings, making the value proposition clear to employers and health plans.
- **AI-first approach with safety guardrails**: Their AI assistant "Nia" is purpose-built for heart health and operates within clinician-defined boundaries, balancing innovation with patient safety.
- **Connected device integration**: Providing a free blood pressure monitor removes barriers to entry and ensures accurate data collection.

## Strategic Focus
- **AI for behavior change and risk detection**: Hello Heart is investing heavily in AI to deliver more personalized, real-time support and to proactively identify risk signals.
- **Scaling commercial partnerships**: Through partnerships with major health plans (e.g., CVS Health), employers, and health systems, the company aims to expand its reach to millions more at-risk individuals.
- **Data privacy leadership**: The company emphasizes that it will "never sell our members' health information," positioning privacy as a core brand value in a sensitive market. [helloheart.com](https://www.helloheart.com/)

## Why Work Here
- **Mission-driven impact**: Employees work on a product that directly addresses the leading cause of death globally, offering a strong sense of purpose. The company culture is described as "transparent and collaborative" with a strong team "driven to change how patients manage their health." [helloheart.com](https://www.helloheart.com/about/company)
- **Growth and ownership**: Each team member receives an equity package ("stock options makes each of our employees real partners"), and the company emphasizes challenge and career growth. [helloheart.com](https://www.helloheart.com/about/careers)
- **Benefits**: Full medical, dental, and vision coverage for U.S. employees and dependents; unlimited PTO; and an annual company-wide offsite for all team members. [helloheart.com](https://www.helloheart.com/about/careers)
- **Work model**: The company has offices in multiple cities (Menlo Park, Tel Aviv, New York, Austin), but specific remote/hybrid policy details are not publicly stated on their careers page. [helloheart.com](https://www.helloheart.com/about/company)
- **Engineering culture**: With a Chief Technology and Product Officer leading product development, the company uses AI and connected devices, offering a compelling environment for engineers and data scientists in healthcare tech.

## Sources
1. [Hello Heart - About/Company](https://www.helloheart.com/about/company)
2. [Hello Heart - Careers Page](https://www.helloheart.com/about/careers)
3. [Hello Heart - Official Site](https://www.helloheart.com/)
4. [Hello Heart - Job Listings (Greenhouse)](https://job-boards.greenhouse.io/helloheart)

## Other roles at Hello Heart

- [Engineering Team Lead](https://feeny.ai/job/engineering-team-lead-hello-heart-tel-aviv-35177fq0me4m) — Tel Aviv, Israel
- [Application Platform Team Lead](https://feeny.ai/job/application-platform-team-lead-hello-heart-tel-aviv-rjwwaym3n4qg) — Tel Aviv, Israel
- [Senior AI Builder](https://feeny.ai/job/senior-ai-builder-hello-heart-tel-aviv-st78vpxcx0np) — Tel Aviv, Israel
- [Senior Data Analyst, GTM](https://feeny.ai/job/senior-data-analyst-gtm-hello-heart-united-states-1fy2wefkx7nt) — United States
- [Senior Product Analyst](https://feeny.ai/job/senior-product-analyst-hello-heart-tel-aviv-t1gtppkwrwhe) — Tel Aviv, Israel
- [Director, Client Strategy and Growth](https://feeny.ai/job/director-client-strategy-and-growth-hello-heart-united-states-1s7vx2e27y19) — United States
- [Senior Data Analyst, Product](https://feeny.ai/job/senior-data-analyst-product-hello-heart-tel-aviv-c3sn4ywbf66z) — Tel Aviv, Israel
- [Senior Manager, Client Success](https://feeny.ai/job/senior-manager-client-success-hello-heart-united-states-nx2rq25ga73w) — United States
- [Vice President, Enterprise Marketing](https://feeny.ai/job/vice-president-enterprise-marketing-hello-heart-united-states-js5tvs3hncr6) — United States
- [Senior Counsel, Data Governance](https://feeny.ai/job/senior-counsel-data-governance-hello-heart-united-states-dc0wq9cjvrj1) — United States