Customer Support Specialist
Full-time, W2
Remote. Must be physically located in the United States while working
To apply for this position, please reach out to careers@oursprivacy.com with “Customer Support Specialist” in the subject line, along with:
Your resume
A brief summary of your experience implementing and troubleshooting event tracking (e.g. GTM, server-side tagging, GA4) and working with advertising platforms (Google Ads, Meta, etc.) to manage attribution flows, reporting, and troubleshooting
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 today’s 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 with…a CDP vendor, that will de-identify online tracking information that includes PHI and then…disclose 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 additional Customer Support Specialists to our remote and growing team.
We’re looking for a proactive, technically fluent Client Support Specialist who can serve as the front line of support for our clients. You’ll work directly with customers to answer questions, resolve issues, and ensure they have a seamless experience from onboarding through ongoing use. You’ll triage incoming requests, manage support tickets, and help us deliver responsive, thoughtful service at every step.
Critically, you’ll bring hands-on expertise with event tracking and marketing technology (Google Tag Manager, GA4, server-side tracking, and ad platforms such as Google Ads, Facebook Ads, etc.). You’ll be expected to be desk-ready and able to troubleshoot client tracking setups from Day One.
You’ll also play a key role in building out internal processes, tooling, and documentation to ensure our support operations scale effectively.
What you’ll do:
Respond to inbound client questions and issues via email, Slack and ticketing platforms
Triage and prioritize support requests, routing complex issues to the appropriate team when needed
Lead onboarding for new users
Become an expert in Ours Privacy and leverage your existing tracking knowledge to support customers effectively
Own troubleshooting and resolution across product and implementation issues, including event tracking, GTM setups, server-side tracking, and destination integrations
Debug tracking issues end-to-end across GA4, GTM, server-side tagging, and advertising platforms (Google Ads, Meta, etc.)
Proactively follow up with clients to ensure resolution and satisfaction
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
Provide structured feedback to the product team on feature gaps and customer pain points
The ideal candidate is/has:
2+ years in a customer-facing support or implementation role, ideally in SaaS or digital health
Hands-on experience with Google Tag Manager (including custom tags and triggers), GA4, and server-side event tracking
Familiarity with advertising platforms like Google Ads or Meta is a plus
Ability to debug event flows end-to-end (from client-side triggers through server-side dispatch to ad platforms)
Fairly technical - comfortable learning and working with tracking setups, debugging issues, and speaking with both technical and non-technical users
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 - you’re energized by solving problems and improving what’s not working
Bonus: Experience in healthcare marketing, server-side tagging frameworks or early-stage startup environments
Why you’ll love working with Ours Privacy:
We’re 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
You’ll 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
You’ll play a pivotal role in our company’s 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.
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