Customer Support Representative

Customer Support Representative

DocStation is a cloud-based healthcare software platform built for pharmacies. We help pharmacists deliver clinical services, manage medical billing, and get paid for the care they provide — everything beyond the script. We're a fast-growing, mission-driven team trusted by leading pharmacy networks across the country, and we're looking for a customer support representative who genuinely cares about the people on the other end of every ticket.

About the Role

As a Customer Support Representative, you'll be the first line of support for DocStation's pharmacy customers — helping them navigate medical billing, resolve claim issues, and get the most out of the platform. You'll work primarily in DocStation's ticket management system, managing a daily ticket queue and collaborating closely with our Customer Success, Programs, Revenue Cycle Management ("RCM"), and Engineering teams to ensure every customer gets a timely, helpful, and honest response. This role is well-suited for someone who is organized, communicative, customer-focused, and genuinely enjoys solving problems — especially in a fast-moving healthcare technology environment where no two days look the same.

What You'll Do

• Day-to-Day Support — Manage and triage an incoming support queue, responding to customer inquiries across email, chat, and phone within established response windows.
• Ticket Management — Accurately categorize, route, and update tickets to keep workflows running efficiently and ensure nothing falls through the cracks.
• Customer Communication — Keep customers informed at every stage of their issue and ensure smooth, professional handoffs when looping in other teammates.
• Escalation & Collaboration — Identify when issues need to be escalated and coordinate with internal teams and external parties to resolve them on the customer's behalf.
• Quality & Improvement — Identify patterns in common issues and contribute to improving team workflows, macros, and documentation over time.
• Knowledge Building — Contribute to FAQs, internal guides, and knowledge base articles that help the team resolve recurring questions faster and more consistently.

What We're Looking For

Required

• Must be based in and authorized to work in the United States. We are unable to sponsor visas or support international applicants for this role.
• 1–3 years of experience in a customer support, customer success, or help desk role, preferably in healthcare or pharmacy.
• Strong written communication skills — clear, concise, and empathetic.
• Comfort working in a fast-paced ticketing environment with multiple open conversations.
• Ability to manage competing priorities and stay organized without close oversight.
• Genuine curiosity and a structured approach to troubleshooting.
• Customer-focused approach with a passion for supporting customers.

Preferred

• Experience in healthcare, pharmacy, medical billing, or health tech.
• Familiarity with support ticket management systems or similar support platforms (Intercom, Zendesk, Front, etc.).
• Knowledge of HIPAA regulations and patient data privacy standards.
• Understanding of medical claims, EDI, ERA, or payer enrollment processes.
• Experience working cross-functionally with engineering, RCM, or product teams.

What Success Looks Like in This Role

• By 30 days , you'll have a working knowledge of our internal platforms and tools, and be able to sort and route incoming tickets while handling basic customer requests.
• By 60 days , you'll have a solid understanding of our product and processes, and know where to find the information you need to resolve issues confidently.
• By 90 days , you'll independently manage the support queue to ensure every customer receives an accurate, high-quality response.

Why DocStation

• Work directly with pharmacists doing meaningful clinical work every day.
• Be part of a growing, supportive team where your contributions are visible and valued.
• Help shape how a growing company delivers support at scale.
• Competitive compensation, remote flexibility, and a hardworking team that values collaboration and growth.
• Competitive benefits and recognition programs.

DocStation is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building a team that reflects the diversity of the communities our customers serve.