Customer Support Specialist
New
C
Codes HealthHealthTech
Remote-Friendly / USFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–5 years
- Required Skills
- SaaSAccount Management
Requirements
- 3–5 years of B2B customer support experience, ideally in SaaS.
- Track record of owning a complex or high-volume queue.
- Capable of working independently at a senior scope without heavy oversight.
- Clear, warm written communication skills with ability to de-escalate customer frustration.
- Strong attention to detail across multiple communication channels.
- Comfortable navigating ambiguity and building manual processes in an early-stage environment.
- Experience with ticketing systems (e.g., Pylon) is a plus.
- Background in legal services, healthcare, or document workflow is a plus.
Responsibilities
- Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone.
- Ensure first response within 2 business hours and resolution within 24–48 hours for standard tickets.
- Triage and resolve inbound tickets including record status, document delivery, and billing inquiries.
- Recognize and escalate technical issues to appropriate teams while maintaining customer communication.
- Maintain clean and well-documented account notes to track health, complaints, and volume patterns.
- Surface recurring issues and customer feedback to the Support Lead for monthly reviews.
- Follow and refine escalation paths for technical issues, complaints, and collections.
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