Customer Support Specialist (FTE)
Job Description
We're seeking a customer focused Customer Support Specialist to join a fast-growing technology company. In this role, you will help customers navigate complex questions, resolve issues, and deliver a high-quality support experience. You'll investigate problems, collaborate with cross-functional teams, and identify opportunities to improve processes and the overall customer experience. This position is ideal for someone who enjoys solving problems, helping others, and thriving in a collaborative, fast-paced environment.
Responsibilities
Respond to customer inquiries through email and other support channels in a timely and professional manner.
Own customer issues from initial contact through resolution, providing accurate and solution-oriented support.
Investigate complex customer questions and collaborate with internal teams to resolve issues.
Escalate product or system issues when appropriate and ensure timely follow-up.
Identify recurring issues and recommend improvements to support processes and documentation.
Document customer interactions thoroughly and maintain accurate records.
Monitor assigned work queues and prioritize tasks to meet service-level expectations.
Maintain a high level of accuracy while managing multiple priorities in a fast-paced environment.
Learn new systems and processes quickly as business needs evolve.
Required Qualifications
Bachelor's degree preferred or equivalent professional experience.
1–4 years of experience in customer support, healthcare, health technology, SaaS, fintech, or another customer-facing role.
Excellent written and verbal communication skills with the ability to explain complex information clearly.
Strong attention to detail and organizational skills.
Comfortable working across multiple systems simultaneously.
Ability to manage competing priorities while meeting quality and productivity expectations.
Strong problem-solving skills with the ability to work independently.
Self-motivated with a positive attitude and willingness to learn.
Preferred Experience
Experience supporting customers in healthcare, health technology, insurance, fintech, SaaS, or another fast-paced service environment.
Experience using CRM, ticketing, or case management systems.
Experience documenting customer interactions and maintaining accurate records.
Experience identifying trends and recommending process improvements.
Bilingual (English/Spanish) is a plus.
Comfortable learning new software and adapting to evolving processes.
