Customer Support Specialist

Job not on LinkedIn

🕒 February 19

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Medsender

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 Seed Round on 2020-12

Healthcare • Healthcare Insurance • SaaS

Medsender is a HIPAA-compliant digital fax solution designed specifically for healthcare providers. It leverages artificial intelligence to automate tasks such as referral processing, document management, and scheduling, significantly improving efficiency by reducing turnaround times and minimizing administrative work. The platform integrates seamlessly with electronic medical record (EMR) systems, ensuring that patient records are always up-to-date and making it easier for healthcare practices to manage their workflows.

📋 Description

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat. • Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds. • Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority). • Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices. • Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution. • Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

🎯 Requirements

• Excellent written communication and strong customer empathy—you can explain things clearly and calmly. • Strong attention to detail and a structured approach to problem-solving. • High ownership and follow-through: you take responsibility for driving issues to resolution. • Comfort learning new software quickly and adapting as the product evolves. • Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus, but we welcome exceptional new grads with evidence of grit, organization, and fast learning. • Comfort with basic technical concepts like APIs/webhooks, browser troubleshooting, or reading logs (not required). • Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows.

🏖️ Benefits

• Competitive compensation, benefits, and a flexible work environment • Clear growth paths over time into Support Ops, Customer Success, Implementations, or more technical support roles.