Role Description The Customer Support Specialist role (CSS) is a full-time role that delivers world-class customer service for Heartflow’s web-based medical software products to our research and commercial accounts. The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets. The CSS will help integrate the Heartflow technology into the customers’ workflow and support them as needed. The Heartflow support team is a small group that solves problems to help our customers who are trying to provide the best care for their patients. We are looking for someone that enjoys technical troubleshooting in a fast-paced and exciting environment. Job Responsibilities - Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues. - Provide prompt documentation and complete resolution of reported issues and manage knowledge base for customer issues. - Deliver customer feedback into Heartflow’s Customer Relationship Management system and help team members analyze and distill data to drive improvements in customer support and product development. - Assist production with incoming case management, troubleshooting and solving technical issues to ensure appropriate case response time. - Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration. - Assist in on-boarding new accounts, including system administrators and clinical users. - Work with IT, Marketing & Sales, and Production to improve customer support quality results by studying, evaluating, and re-designing appropriate processes. - Develop and provide customer technical support solutions to continually drive improve quality and efficiency. Qualifications - Positive, energetic personality, comfortable in front of groups/customers. - Responsible, accountable, and ability to work well with teams and cross-functionally. - Comfortable in high-pressure situations. - Excellent verbal and written communication skills. - Highly detail-oriented with strong technical skills in MS Office. - Experience with data analysis techniques and especially the use of MS Excel. - Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred. - Experience with Salesforce or other CRM tool highly preferred. - Fluency in English required, competency in German, Japanese, French and/or Italian desirable. Requirements - 3-5 years of customer facing work experience preferred. - Experience providing customer and/or corporate sales support with large-scale organizations preferred. - Experience supporting a technical or clinical product/service preferred. - Bachelor degree preferred; experience in lieu of education. Special Working Conditions - Following a 90-day training period, this position will be required to work Wednesday - Sunday 8:00 am - 4:30 pm eastern (7:00 am - 3:30 pm central). - Potentially require on-call support (off-hours) and holiday coverage. - A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and cash bonus. Company Description Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFR CT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™ Analysis), assess coronary blood flow (FFR CT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare. Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan, and Canada, and has been used for more than 500,000 patients worldwide.

• Responsible for analyzing Implementation and Integration requests to support the implementation and Operations departments as new clients and products are onboarded/integrated into EnableComp Systems. • Diagnose and report product related issues to support our operations staff.

Role Description Every day, patients, providers, and partners come to Helix at moments that matter, when they have questions about their orders, their results, or their care. The Customer Service team is who they reach, and how we show up in those moments shapes the entire Helix experience. This is a frontline role at its core. Most of the work is running the playbook well, following our processes carefully and handling high volume with care. But the tickets that reach you sometimes need more than a script. The judgment calls, the edge cases, the situations no SOP covers. We're looking for someone who does both, someone reliable enough to trust with the standard work and sharp enough to handle what falls outside it. - Resolve customer issues end to end across phone, email, and webform, from first contact through resolution. - Handle the complex and first-of-their-kind cases that need human judgment, where there is no playbook to follow. - Work through ambiguous situations by reasoning to the right answer rather than reaching for a canned response. - Support multiple products, partners, and customer types, prioritizing based on business need. - Spot patterns in recurring issues, flag gaps in how we handle them, and help the team resolve faster and more consistently. - Loop in the right partners across Helix when an issue needs specialized help, and see it through to resolution. - Document customer interactions in our systems accurately and thoroughly. - Maintain HIPAA compliance and high standards of privacy and security when handling sensitive information. - Assist with quality investigations and complaints. Qualifications - 4 or more years in customer support, quality, or a related role where accuracy and follow-through genuinely mattered. - A 4-year degree. The science and technology behind our work reward people who are comfortable learning in a rigorous, information-heavy environment. - Comfort in a regulated environment, handling health and personal information with care. - Critical, independent thinking. You'd rather understand why something is happening than simply close the ticket. - Genuine warmth in hard conversations. You can be calm, clear, and human with someone who's worried about their health. - A fast ramp. You pick up new products, tools, and systems quickly. - The range to juggle many things at once without dropping the ones that matter. - A team-first instinct. You share what works and look for ways to make the team more efficient, not just yourself. Requirements - Background in genomics, diagnostics, or a patient-facing healthcare setting. - A degree in biology, genetics, or a related science. - Bilingual in English and Spanish, written and verbal. Location and hours - Remote. Support hours are Monday through Friday, 6:00am to 6:00pm, with 8-hour shifts. Expected Interview Process - Recruiter Screen - Manager Screen/Tech Screen - Onsite - Offer Expected Pay For This Role $24.70 - $31.50 Company Description Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.

• Serve as a primary point of contact for clients managing inbound and outbound communications. • Resolve inquiries efficiently to ensure a seamless customer experience. • Connect with customers via phone/email/chat/social media to address concerns. • Calmly attempt to resolve and de-escalate issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or processing payments. • Track all call-related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.