Enterprise Support Associate
Your Impact on our Mission:
As an Enterprise Support Associate, you will own the end-to-end support experience for a portfolio of healthcare providers. You will ensure providers receive maximum value from Zocdoc’s products and services by resolving their queries, optimizing their profiles, and proactively identifying opportunities for improvement. You will be the primary point of contact for support cases, collaborating with cross-functional teams to deliver a seamless provider experience.
Your Day to Day Is…
Manage and resolve provider support cases via email and phone, ensuring timely and high-quality responses
Own the full lifecycle of support cases in Salesforce, including triage, status updates, documentation, and closure
Proactively identify and address provider needs, recommending solutions and improvements
Escalate complex issues to the appropriate internal teams (EOP, ECSM, AE, IS) and follow up to ensure resolution
Collaborate with Enterprise Onboarding Partners, Client Success Managers, and Account Executives to deliver a unified provider experience
Maintain a high level of accuracy and attention to detail in all provider data and communications
Meet or exceed productivity and quality KPIs, including case response times and satisfaction scores
Continuously learn and adapt to new processes, tools, and product updates
Participate in team meetings, training sessions, and process improvement initiatives
You’ll Succeed in This Role If You:
Have 3+ years of experience in customer support / customer success roles (email and voice) at a service-based company
Demonstrate exceptional written and verbal communication skills
Are highly organized, analytical, and detail-oriented
Thrive in a fast-paced, dynamic environment and adapt quickly to change
Take initiative, show ownership, and are resourceful in solving problems
Are proficient in MS Excel/Spreadsheets and comfortable with CRM tools (e.g. Salesforce)
Are willing to work US shifts and collaborate with global teams
Are passionate about improving healthcare through technology
Preferred Competencies:
Customer focus and empathy
Strong multitasking and prioritization skills
Ability to work independently and as part of a collaborative team
Resilience and adaptability in the face of ambiguity or change
Commitment to continuous learning and self-development
Benefits:
An incredible team of smart and supportive people
Competitive compensation and medical insurance.
Daycare/creche facility.
Wellness programs and resources.
Cellphone and wifi reimbursement.
Parental leave and annual health check-ups.
Sabbatical leave for long-term employees.
Zocdoc is certified as a Great Place to Work 2025-2026