Customer Support Specialist

NYC preferred · remote OK Part-time to full-time Growth & sales track JotPsych makes software for behavioral health clinicians. Our scribe has drafted more than 2.5 million patient notes and reduces administrative time by about 90%. We're now expanding from the note into the full revenue cycle: billing, audit, prior-auth. The fastest way for a clinician to get value out of JotPsych is for a thoughtful human to walk them through it. That's this role. The role You're the frontline of customer outcomes. Your job is to take short blocks of time, mornings, evenings, the hour between meetings, and turn them into real progress for clinicians: faster time-to-value, higher adoption, longer retention. We see customer support, customer success, and sales as deeply interdependent functions. The right person in this seat grows into a Customer Success or Sales role as the company grows. What you'd own Welcome new providers and walk them through setup, one 15 to 30 minute call at a time Run async follow-ups (short emails, Loom snippets) to get providers to their first win quickly Triage incoming questions: bug vs. user education vs. workflow gap, and hand engineering tickets clean context Share workflow tips that save time (templates, shortcuts, smarter habits) and reduce avoidable churn Surface recurring patterns to product and engineering so the same issue doesn't show up next month Who you probably are 2 to 4 years of customer support, success, or sales experience. You've handled hard customer conversations before and you're calmer for it. Empathetic listener, confident communicator. You can build rapport in a 15 minute call and you can write a clean follow-up email. High ownership. You do what it takes to unblock customers. You don't punt to "let me check with the team" when you can solve it yourself. Comfortable with the basics. CRMs like HubSpot or Salesforce, Google Workspace, async video tools. You don't need a runbook for every tool you touch. Curious about healthcare. Interest in behavioral health is a plus, not a requirement. Who you're probably not Someone who needs a fixed 9-to-5 with predictable rhythms. The schedule is yours to set. Someone who treats support tickets as a queue to clear, not customers to keep. Someone who needs an answer in a runbook before they pick up the phone. Logistics We prefer in-person in NYC, but we're open to remote. You set your hours. Part-time (as little as 10 hours/week) up to full-time (40 hours/week). $25/hour cash base, with on-target earnings of $40 to $50/hour. We measure outcomes, not clock time. #J-18808-Ljbffr