Customer Support Specialist
Posted on July 28, 2025 (about 19 hours ago)
About Ours Privacy:
Ours Privacy is building the future of marketing infrastructure for healthcare.
Our full-stack privacy solution is built specifically for healthcare marketers navigating todays complex regulatory environment. We offer both a healthcare-focused customer data platform (CDP) and consent management platform (CMP) in one integrated solution, empowering healthcare organizations to track, analyze and optimize their campaigns while remaining compliant with HIPAA and state privacy laws.
The BAA-backed platform sits between digital properties and every tag, pixel, or API, letting you decide exactly which fields stay in-house and which de-identified signals reach Google Ads, Meta, StackAdapt, GA4, etc. With Ours Privacy, you have full control over any user or event attribute, auto-respect consent banners, and still deliver the conversion feedback ad platforms need to optimize.
This approach is widely used across the industry and explicitly mentioned in the HHS latest guidance on tracking pixels: The regulated entity can choose to establish a BAA witha CDP vendor, that will de-identify online tracking information that includes PHI and thendisclose only de-identified information to [e.g., Meta, Google].
Ours Privacy is trusted by many of the largest digital health companies, health systems, and medical brands across the country. We are one of the fastest growing SaaS companies in the country and as demand accelerates, we are expanding our team, product and reach as we become the standard for privacy-safe marketing in healthcare.
About the role:
We are scaling quickly, and as part of our growth, we are looking to add another Customer Support Specialist to our remote and growing team.
Were looking for a proactive, customer-obsessed Client Support Specialist to serve as the front line of support for our clients. Youll work directly with customers to answer questions, resolve issues, and ensure they have a seamless experience from onboarding through ongoing use. Youll triage incoming requests, manage support tickets, and help us deliver responsive, thoughtful service at every step.
Youll also play a key role in building out internal processes, tooling, and documentation to ensure our support operations scale effectively.
What youll do:
- Respond to inbound client questions and issues via email, Slack and ticketing platforms
- Triage and prioritize support requests, routing technical or complex issues to the appropriate team
- Own low-level troubleshooting and resolution across product and implementation issues
- Assist in onboarding new users and implementing Ours Privacy sources, destinations and events
- Support clients with troubleshooting tracking issues, source integrations, GTM setups and destination integrations
- Proactively follow up with clients to ensure resolution and satisfaction
- Learn the ins and outs of our platform and support customers in setting up tracking via tools like GA4 and GTM
- Create and manage internal documentation, support macros, and help center articles
- Collaborate with customer success and product teams to surface patterns and help reduce friction
- Help define and improve support processes, including ticket routing, SLAs, and customer touch points
- Work with the product team to provide input on product development
The ideal candidate is/has:
- 2+ years in a customer-facing support or implementation role, ideally in SaaS or digital health
- Fairly technical - comfortable learning and working with tracking setups, debugging issues, and speaking with both technical and non-technical users
- Experience with GA4, GTM, or similar analytics/tracking tools
- Familiarity with advertising platforms like Google Ads or Meta is a plus
- Strong communicator who can translate technical concepts for a range of audiences
- Familiarity with or interest in learning about the privacy and regulatory landscape (HIPAA, CCPA, etc.)
- Experience with support tools (e.g. Zendesk, Intercom, HubSpot) and comfort working in ticket queues
- Organized, detail-oriented, and excited to bring order and efficiency to a fast-moving environment
- Resourceful and independent - youre energized by solving problems and improving whats not working
- Bonus: experience working in a startup or early-stage environment where processes are still being built
Why youll love working with Ours Privacy:
- Were at the forefront of privacy-focused marketing and offer a unique, fast-paced opportunity to shape the future of the industry
- We are a growing, remote-first team that values flexibility, output, and impact
- Youll have the opportunity to work with an innovative product in a rapidly expanding space
- We operate with a deep commitment to privacy and helping marketers thrive while respecting user data
- Youll play a pivotal role in our companys growth and success, shaping the product, client experience, and overall strategy
- Benefits include: Competitive pay, 15 days PTO, equity in the company, 401k and health insurance
Equal Opportunity Employer
We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.
Please reach out to [email protected] with Customer Support Specialist in the subject line along with your resume, a brief summary of your experience and why youre interested in this role.