Customer Support Specialist

🔥 10 hours ago

🇺🇸 United States – Remote

💵 $73k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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TeamBuilder

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🏥 Healthcare

💼 Consulting

📦 Logistics

💰 $895k Seed Round - Teambuilder on 2023-08

Healthcare • Consulting • Logistics

<TeamBuilder> TeamBuilder is an intelligent, predictive scheduling platform purpose-built for ambulatory care that provides real-time operational intelligence to optimize staff and space utilization. The platform replaces spreadsheets and static tools with predictive analytics, schedule recommendations, and operational insights to reduce labor waste, improve coverage, and give enterprise visibility across clinics. TeamBuilder is offered as a B2B SaaS product targeted at health systems and ambulatory operations teams.

📋 Description

• Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3 • Understand customer issues before responding, troubleshooting, or escalating • Manage customer expectations and communicate clear, actionable resolutions • Prioritize and manage multiple concurrent requests while maintaining customer satisfaction • Provide technical support to customers and internal teams • Escalate product, configuration, workflow, or implementation-related issues when appropriate • Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content • Identify documentation gaps and create resources to improve consistency and self-service • Maintain organized and up-to-date support processes, reference materials, and knowledge repositories • Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency • Develop and maintain Zendesk macros, templates, workflows, and automation tools • Recommend and implement process improvements • Support KPI reporting, CSAT initiatives, and ongoing support performance analysis • Contribute to a scalable support function serving customers and internal teams • Tailor support approaches based on customer health, business priorities, and account context • Partner with Customer Success, Implementation, Product, and Engineering teams • Communicate customer feedback, recurring issues, and enhancement opportunities • Support onboarding, training, and adoption efforts when needed

🎯 Requirements

• 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role • Experience in a SaaS environment • Strong troubleshooting, problem-solving, and organizational skills • Demonstrated experience creating documentation, knowledge base content, or operational processes • Excellent written, verbal, and active listening skills • Ability to manage competing priorities in a fast-paced, remote environment • Ability to build strong working relationships across teams and organizational levels • Preferred: experience in a support lead, team lead, or senior support capacity • Preferred: familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics • Preferred: experience using Zendesk, including workflows, automation, reporting, and administration • Preferred: experience supporting healthcare technology, workforce management, scheduling, or operations-focused software • Preferred: exposure to onboarding, implementation support, technical configuration, or product training • Bachelor's degree or equivalent experience; relevant certifications are a plus

🏖️ Benefits

• Annual performance bonus opportunity • Equity opportunities for eligible roles • Robust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums • Health Savings Account (HSA) eligible plan options • 401(k) with 3% company match • 15 days of PTO plus company holidays • Fully remote work environment (minimal travel required) • Employee Assistance Program (EAP) • Tech & wellness reimbursements • Home-office set-up • Annual company off-site

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