What are the responsibilities and job description for the Product Support Specialist position at Subscribili?
About Subscribili
Subscribili is building the infrastructure for a better healthcare experience. Our platform brings together membership management, patient scheduling, payments, and referral management, with deep integrations into leading practice management systems.
We help dental and healthcare providers simplify operations, build recurring revenue, and deliver better patient experiences.
About the Role
As a Bilingual Product Support Specialist, you'll be the day-to-day connection between Subscribili and the dental and medical offices using our platform, while also supporting English and Spanish speaking patients with membership and billing questions.
You'll help office staff navigate our products, troubleshoot issues, conduct training, and manage routine account operations. We're looking for someone who takes ownership, communicates with empathy, and consistently delivers an exceptional customer experience.
What You'll Do
- Own customer support: Assist dental offices and patients through phone, email, and chat, resolving requests within established service levels and following through until resolution.
- Troubleshoot product issues: Answer platform questions, independently resolve routine issues, and escalate complex problems with clear documentation and follow-up.
- Support bilingual patients: Handle English and Spanish patient inquiries related to memberships, renewals, cancellations, billing, and payments.
- Train office staff: Help new and existing practice staff confidently use Subscribili's products and workflows.
- Manage account operations: Follow established procedures to add users, onboard new locations for existing clients, and update membership configurations accurately.
- Engage proactively: Conduct regular check-ins with client offices to identify issues early and improve their experience.
- Improve support operations: Document customer interactions, identify recurring problems, and collaborate with Product and Operations to improve processes and standard operating procedures.
What You'll Bring
- Fluency in spoken and written English and Spanish is required.
- Excellent communication skills, empathy, and a genuine passion for helping customers.
- Strong problem solving skills and the ability to resolve everyday issues independently.
- An ownership mindset with proactive communication and consistent follow-through.
- Strong attention to detail, organizational skills, and the ability to follow and improve established procedures.
- A positive attitude, curiosity, and willingness to learn new technologies.
- Ability to handle confidential patient and business information responsibly.
- Experience in customer support, client services, or a similar role. Two or more years preferred.
Bonus Points For
- Experience working in a dental office, particularly in a front desk, patient coordinator, or treatment coordinator role.
- Familiarity with dental office workflows, including scheduling, patient communication, billing, and payments.
- Experience training customers or supporting software applications.
- Experience in a fast paced technology startup.
Compensation & Benefits: Competitive salary based on experience and qualifications.
Benefits
- Full Medical, Dental, and Vision Insurance
- Flexible Paid Time Off (PTO)
- Employee Stock Options
- Opportunities for professional growth
Why Join Subscribili?
Join a growing healthcare technology company where your work directly impacts healthcare providers and their patients. You'll collaborate with Product, Engineering, and Customer Operations while helping shape how we support customers as we scale.
Subscribili is an equal opportunity employer. We consider qualified applicants without regard to any status protected by applicable law.