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.
• 13 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.