About the Role
Designs customer-facing support solutions by analyzing user behavior, identifying pain points, and prototyping intuitive help systems that reduce friction and improve resolution times.
Responsibilities
- Map customer journey touchpoints across support channels
- Identify recurring user issues through data analysis
- Develop wireframes for self-service tools
- Collaborate with engineers on support feature implementation
- Conduct usability testing for help interfaces
- Translate support metrics into design improvements
- Create interactive prototypes for customer guidance
- Work with writers to simplify help content
- Design in-app messaging for issue resolution
- Evaluate accessibility across support platforms
- Gather feedback from customer service teams
- Prototype chatbot interaction flows
- Optimize search functionality in knowledge bases
- Develop visual hierarchies for troubleshooting steps
- Analyze session recordings to spot confusion points
- Design onboarding sequences for new features
- Improve ticket submission interfaces
- Create consistency across mobile and desktop support paths
- Define success metrics for support tools
- Integrate user education into product workflows
- Refine error message clarity and usefulness
- Collaborate on voice interface support designs
- Ensure compliance with data privacy standards
- Document design system components for support
- Present concepts to stakeholders with data rationale
Nice to Have
- Master’s degree in design or related discipline
- Experience designing for enterprise software
- Background in behavioral psychology
- Familiarity with AI-powered support tools
- Previous work in health technology
- Multilingual communication abilities
- Experience with design operations
- Knowledge of ITIL or support frameworks
- Contributions to open-source design projects
- Published case studies in service design
Compensation
Competitive salary with comprehensive benefits package
Work Arrangement
Hybrid remote arrangement with core collaboration hours
Team
Cross-functional team including UX researchers, product managers, and support analysts
Impact Focus
- Projects directly influence how customers resolve issues without agent involvement
- Designs aim to reduce average handle time and increase first-contact resolution
Growth Opportunities
- Path to lead design initiatives for global support systems
- Opportunities to mentor junior designers
Available for qualified candidates
