Customer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Codes Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚖️ Legal

🤖 Artificial Intelligence

Healthcare • Legal • Artificial Intelligence

Codes Health is a company that provides a legal-grade AI platform and services to automate medical record retrieval, review, and case chronologies for law firms handling pre-litigation matters. It combines automated retrieval and follow-ups, AI-powered extraction and error-checking, and human verification (nurses/paralegals) to surface diagnoses, treatments, and billing details, helping attorneys find hidden facts, reduce rejections, and settle cases faster. The product is targeted at personal injury, mass tort, medical malpractice, workers' compensation, and related litigation practices.

📋 Description

• Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone • Provide first response within 2 business hours and resolve standard tickets within 24–48 hours • Triage and resolve most inbound tickets without escalation, including record status, document delivery, billing, and how-to inquiries • Recognize and escalate technical issues such as portal bugs, access issues, submission errors, and document retrieval errors • Keep customers updated while technical issues are being resolved • Consistently meet SLA targets and flag tickets, accounts, or themes at risk of missing SLAs • Maintain clean, well-documented tickets and account notes • Surface recurring issues and customer feedback themes to the Support Lead for monthly Voice of Customer review • Follow and help refine escalation paths for technical issues, complaints, and collections questions • Track technical and engineering issues accurately in Linear • Support Codes Health's mission to automate medical record retrieval using AI

🎯 Requirements

• 3–5 years of B2B customer support experience, ideally in SaaS, with a track record of owning a complex or high-volume queue • Comfortable owning a queue independently at senior scope, without heavy oversight, while meeting response and resolution targets • Clear, warm written communication and ability to de-escalate frustrated customers over email • Strong attention to detail across email, portal, and phone channels • Comfortable with ambiguity and manual processes in an early-stage environment • Experience with ticketing systems such as Pylon or similar is a plus • Legal services, healthcare, or document workflow background is a plus