User Support & Operations Specialist Full Time NEW

Novellia is the first and only company that lets anyone in the US gain access to nearly a decade of their health data in under 30 seconds, 100% free. All your health records, across doctors, all in one place, always up to date.

We work with the world’s top researchers to safely turn health insights into life-changing action for millions of people across the world.

Novellia is the only patient-powered real world data platform delivering comprehensive, patient-authorized longitudinal health insights to accelerate biopharma innovation. Unlike traditional RWD providers who provide fragmented institutional data, we empower patients to access 15+ years of their health records for free, then transform these complete health journeys into fit-for-purpose datasets for evidence generation, regulatory submissions, and market access.

We’re growing 5x YoY with top pharma partners, our data have been published with leading scientific organizations such as ASCO and SABCS/AACR, and are backed by tier-1 investors including Spark Capital, Khosla Ventures, Bling Capital, and more.

About The Role

As a User Support & Operations Specialist, you’ll be the bridge between our users and our product team. You’ll help make sure every person who uses our product feels supported and empowered — and that their feedback helps shape what we build next.

You’ll own our user support experience from end to end, work closely with the Tech team to resolve issues, and identify patterns that reveal what’s working (and what’s not). If you love getting into the weeds to solve problems, working directly with users and cross-functional teams to improve processes, and being the voice and face of a company to its users, this is a great place to grow.

What You’ll Do

• Own our user support process, ensuring every user gets a fast, clear, and thoughtful resolution to their issues or feedback.
• Collaborate with Product and Engineering to resolve urgent user issues, bugs, and blockers.
• Collaborate with the Commercial team to deliver a seamless and supported experience for users participating in registries or research.
• Identify recurring pain points and collaborate with Product to drive product improvements based on real user insights.
• Create and refine support resources and workflows to make our operations more efficient.
• Capture and organize all user feedback to help deepen our understanding of user needs.
• Contribute to patient facing communications, FAQs and documentation based on deep understanding of patient perspective.
• Help test new features and ensure smooth communication with users when product changes roll out.
• Gain a deeper understanding of consumer healthcare and health data interoperability.

What You’ll Bring

• 2–5 years of experience in user operations, customer success, or support.
• Strong communication skills and strength in turning complex ideas into simple, synthesized explanations.
• Experience triaging and pushing for solutions that our users need.
• High empathy and curiosity — you care about helping users and understanding their needs.
• Comfort working with ownership and through ambiguity across teams in a fast-paced, remote environment.
• Experience quickly learning and leveraging workflow software and other technology (such as Zendesk or similar tools).
• Interest in health tech, patient empowerment, or data-driven innovation is a plus.

Why you’ll love working here

• You’ll help make navigating care and advocating for oneself easier for people battling serious conditions.
• You’ll be the face of Support to our users, working to best represent who we are to them as well as their needs to the company.
• You’ll join a mission-driven, collaborative team where initiative is valued and opportunities for growth and ownership abound.
• You can work remotely or alongside our NYC-based team.

We believe health belongs to everyone — and so does opportunity. We’re proud to be an equal opportunity employer committed to building a diverse, inclusive team.