Customer Support Specialist

Remote (United States)

Job Details

Employment Type: Full-Time

Compensation: $60,000–$80,000 per year

Additional Compensation: Equity and bonus eligibility

Position Overview

This role owns frontline Level 1 customer support and serves as a primary point of contact for users who need help navigating workflows, resolving common issues, and escalating product bugs when deeper investigation is required. The position combines direct customer support with documentation, onboarding assistance, and ongoing improvements to support operations.

This is not a traditional call-center environment. The role requires strong ownership, close collaboration with Product and Engineering, careful attention to detail, and the ability to learn quickly in a fast-moving environment.

What You’ll Do

• Own the Level 1 support queue: Respond to customer questions and issues with urgency, clarity, and empathy through email and chat, with occasional Zoom sessions when needed.
• Troubleshoot and resolve issues: Guide customers step-by-step through workflows, distinguish user errors from product bugs, and provide practical solutions or workarounds.
• Escalate effectively: Send complex issues to Product or Engineering with complete context, including clear reproduction steps, screenshots or supporting details, expected versus actual behavior, customer impact, and priority.
• Support onboarding and training: Help new users become comfortable with the platform through lightweight walkthroughs and practical best practices when needed.
• Improve documentation and self-service resources: Create and maintain help articles, internal runbooks, templates, and macros that reduce repeat questions and improve resolution speed.
• Contribute to support operations: Help improve tagging, routing, escalation paths, and simple reporting on recurring issues, common bugs, and feature gaps.
• Handle sensitive information appropriately: Follow HIPAA-aware practices and minimum-necessary principles when working with protected or sensitive information.

Qualifications

• Excellent written communication skills and strong customer empathy.
• Ability to explain information clearly and calmly.
• Strong attention to detail and a structured approach to problem-solving.
• High ownership and reliable follow-through when driving issues to resolution.
• Comfort learning new software quickly and adapting as the product evolves.
• Prior customer-facing experience in support, operations, campus roles, hospitality, retail, or internships is a plus.
• Exceptional new graduates with strong evidence of persistence, organization, and fast learning are encouraged to apply.

Preferred Qualifications

• Comfort with basic technical concepts such as APIs, webhooks, browser troubleshooting, or reading logs.
• Experience supporting a SaaS product.
• Experience onboarding or training users.
• Experience working with healthcare-related workflows.

Why This Role Stands Out

• Work on a product customers rely on every day and see the impact of your support directly.
• Join a team that values speed, clarity, execution, and ownership.
• Build skills quickly in a high-growth environment.
• Receive competitive compensation, benefits, and a flexible work environment.
• Access clear long-term growth paths into Support Operations, Customer Success, Implementations, or more technical support roles.