Allia Health Group, home to Southend Pharmacy, Brello Health and HelloWellness, is redesigning healthcare with a vertically integrated ecosystem of brands services focused on metabolic health, longevity and wellness. These services, driven by our 503A compounding pharmacy and telehealth units, provide direct-to-patient solutions that support the entire patient journey with ease and transparency.
Job Summary
The Operations Specialist will be responsible for but not limited to owning and optimizing customer support operations across multiple brands (Hello Wellness and Brello). This role acts as a critical liaison between Customer Service, Technology, and Operations teams to ensure smooth day-to-day execution. The primary focus is acting as an Intercom Specialist , building workspaces, configuring automated workflows, and enhancing the Help Center to improve the self-serve customer experience.
Key Responsibilities
- Intercom Workspace Management: Build, configure, and maintain Intercom workspaces; manage tags, custom attributes, macros, and automated bot paths to funnel conversations effectively.
- Workflow Optimization: Proactively identify and implement enhancements in routing logic and SLAs to reduce manual work and improve resolution times.
- Customer Experience Strategy: Build and maintain Help Centers from scratch, using reactions and resolution rate metrics to ensure articles effectively answer customer questions before a conversation is started.
- Technical Troubleshooting: Provide hands-on platform support for WooCommerce and app-related issues; investigate bugs and escalate them clearly via Linear to the Development team.
- Self-Service & AI Integration: Develop a long-term self-service strategy, linking Help Center articles to specific customer triggers to decrease inbound volume.
- Social & Community Monitoring: Monitor Slack-supported channels and Facebook groups to troubleshoot technical bugs and engage users with kindness and cordiality.
- Cross-Departmental Liaison: Act as a central point of contact for internal team requests, providing reports for customer service and assisting with team permissions and workflow questions.
Qualifications
Required
- High school diploma or equivalent.
- At least 3 years of experience building Intercom workspaces, automation, and reporting from scratch (No experience with Intercom is an immediate disqualifier).
- Proven experience acting as a liaison with technical teams via ticketing systems like Linear.
- A solution-oriented mindset with the ability to perform root-cause analysis on complex platform issues.
- Expert attention to detail is a must-have to ensure accurate documentation and smooth workflow logic.
- Clear written communication for customer-facing articles, internal SOP documentation, and technical escalation proposals.
Preferred
- WooCommerce: Previous experience with WooCommerce.
- Certification: Intercom Support Manager Certification
- Experience: Background in managing support operations for multiple brands simultaneously.
- Industry Experience: Previous experience in the Wellness/Health-tech space is a significant plus.
Benefits
- Competitive Compensation
- Bonus: Eligible for quarterly bonuses based on performance.
- Health & Wellness: Comprehensive benefits package according to your own country.
- Time Off: Paid time off (PTO).
- Growth: Ample opportunities for professional development and career growth within a scaling company.
Equal Opportunity Employer Statement Allia Health Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
