Support Specialist

As a Support Specialist, you will be responsible for handling all patient and practice requests through phone, chat, and email. The ideal candidate will have excellent customer communication skills, be able to troubleshoot and problem-solve with little guidance, and be genuinely invested in helping customers. This position will report directly to the Senior Support Manager.

The Day-to-Day

You will handle patient inquiries, troubleshoot technical issues, and ensure smooth usage of the software for our practices. This includes (but is not limited to):

• Respond to support inquiries via phone, email, and chat.
• Track member-related support issues and assist in trend analysis.
• Proactively engage with members and partners to ensure they are utilizing and renewing their membership.
• Effectively communicate with members to create a professional and memorable experience at every touch point of the brand.
• Adhere to all SLAs for phone, email, and chat.
• Process member applications adhering to SLA.
• Provide fantastic customer support to our members and partners ensuring a resolution is achieved for every contact.
• Assist in improving internal wiki and knowledge base documentation.
• Update reports and provide feedback based on data for management review.
• Aid in process improvement initiatives for the betterment of the department.
• Ensure compliance with all company and regulatory requirements set forth for support.
• Collaborate with cross-functional teams to ensure practices and members support needs are being escalated and resolved as needed.
• Assist management in understanding process bottlenecks, inconsistencies, and communication challenges, and provide recommendations for a better experience for our employees, members, and partners.

To Be Successful

Do these things sound like you? Yes? Good — you’re well on your way to being a successful Support Specialist with us!

• Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
• You have 1 years in an operational or support-driven profession.
• You are fluent in Spanish
• You are process-oriented, curious, and have a desire to learn.
• You are organized, diligent, dependable, accountable & coachable.
• You can think creatively and find a solution when your previous experience doesn’t offer a direct pathway.
• You can follow directions but are also self-directed in moments where guidance isn’t provided – you can work with team members to move the ball forward without someone looking over their shoulder.
• You know ticketing and CRM tools.

To Thrive

We’re an entrepreneurial, creative, and passionate group — and if these things sound like you, you won’t just fit in. You’ll thrive with us.

• Self-starter with the ability to “figure it out” but not afraid to ask questions.
• Comfortable with Zendesk and Salesforce.
• No stranger to playing hard and working harder while treating others with respect and dignity.

Our Advantage

If you’re asking yourself “what are the perks of working with us?” Don’t worry. We’ve got you covered.

• We are a Best Places to Work recipient — because we understand the meaning of work hard, play hard!
• You’ll get some skin in the game with employee equity.
• We stand behind and celebrate our core values.
• There’s transparent communication from the top down.
• You’ll have a collaborative, smart, and forward-thinking team to share ideas with.
• You’ll have a direct, meaningful impact as we scale.
• You’ll experience a culture filled with opportunities to connect in person and virtually.
• We have a casual dress code.
• We offer hybrid and remote work schedules.
• And we’ve got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, time away — and more!