Customer Support Specialist (Fri-Mon, 7a-6p EST)
About Our Client
Our client was founded with the mission of powering deeper understanding in healthcare. Its AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.
Our client’s enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and its purpose-built, auditable AI, it is the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, the organization is setting the industry standards for the responsible deployment of AI across health systems.
The team is a growing group of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense.
About The Role
At this organization, trust is its currency. Our client is committed to delivering exceptional products, services, and experiences to its customers. The organization is looking for highly motivated Customer Support Specialists to join its rapidly growing team and play a key role in scaling its customer support team.
Our client takes its user experience and happiness seriously and considers the Support Team essential to its success. In this role, you’ll set the standard for what incredible customer experience looks like with both enterprise and individual customers. You’ll be responsible for responding to customers with care and accuracy while helping build the support department to meet the growing demands of the business.
What You’ll Do
- Delight users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions
- Provide user feedback to product and operational teams to identify pain points and advocate for the user experience
- Navigate the CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis
- Dig deep and be curious about solving complex issues
What You’ll Bring
- Have a 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support focused team
- Love interacting with customers and are happy to work hard
- Great spoken/written communication skills and ability to explain technical troubleshooting in an easy-to-understand manner
- Extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality
- Can work with speed and are results driven
- Thrive in a fast-paced environment and willing to roll with the punches
- Possess excellent computer skills and comfortable with technology
Ideally, You Have
- Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
- Worked in CRM/Ticketing systems with rigorous tracking
Salary Range
This is a remote full-time, hourly role with a schedule of Friday – Monday, 7:00 AM – 6:00 PM EST.
The hourly rate for this role is based on geographic location and ranges as follows:
- Geo 1: $48/hour
- Geo 2: $43/hour
- Geo 3: $41/hour
Why Work Here?
A healthcare startup using generative AI to transform how clinicians and patients connect, processing millions of medical conversations each month to drive deeper understanding and better care. The company operates in a fast-paced, high-growth environment that values extreme ownership, meaningful impact, and empathy-driven decisions. Team members work alongside curious, high-performing peers in a supportive, inclusive culture that prioritizes continuous learning, flexibility, and both personal and professional growth.
How the Organization Takes Care of Its Team Members:
- Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
- Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
- Generous HSA Contribution: If you choose a High Deductible Health Plan, the organization makes monthly contributions to your HSA.
- Paid Parental Leave: Generous paid parental leave for all full-time employees.
- Family Forming Benefits: Resources and financial support to help you build your family.
- 401(k) Matching: Contribution matching to help invest in your future.
- Personal Device Allowance: Tax-free funds for personal device usage.
- Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
- Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
- Mental Health Support: Dedicated access to therapy and coaching to help you reach your goals.
- Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
- Compensation and Equity: Competitive compensation and equity grants for full-time employees.
- … and much more!
Compensation
$41.00 — $48.00per hour • Offers Equity