Customer Support Specialist (FTE)

Customer Support Specialist

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.
• 14 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.