Clinician Support Specialist – Contract

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clinicians facing challenges with Ambience's AI documentation tools, providing prompt and compassionate assistance through Intercom, email, and other specified channels.

• Analyze and resolve intricate technical problems related to Ambience's platform, EHR integrations, and user settings, escalating with detailed documentation when necessary.

• Recognize and communicate recurring issue patterns to Engineering, CSM/CES, and Product teams to facilitate ongoing enhancements.

• Develop and sustain internal and external support materials, including troubleshooting manuals, FAQs, and standard operating procedures in Notion and Intercom.

• Address PagerDuty alerts and on-call escalations in accordance with team protocols.

• Contribute to weekly and monthly reporting processes concerning CSAT, FCR, and handling time metrics.

• Engage in team meetings, one-on-ones, and cross-functional synchronization sessions.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, technical support, or a similar role — preferably in the healthcare or SaaS sector.

• Proven ability to troubleshoot complex, multi-faceted technical issues and convey solutions effectively.

• Excellent written and verbal communication skills, exhibiting a clinician-first, empathetic approach.

• Experience in creating knowledge resources, optimizing workflows, and promoting continuous improvement.

• Comfort in collaborating with cross-functional teams and effectively escalating trends.

• Availability for the 1:00 PM – 9:00 PM EST shift and one overnight on-call rotation per week, including possible weekend shifts.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance for you and your dependents.

• 401(k) plan with a company match of up to 3% of base salary.

• A remote-friendly culture (with a San Francisco headquarters) and full equipment provisioning to ensure effective work from any location.

• Parental leave to accommodate your family needs.

• Annual company-wide retreats, team outings, regular team lunches, and all-hands meetings, with travel, lodging, and meals covered.

• Flexible time off with no annual cap, company-wide holidays, and an annual holiday shutdown from December 24–January 1 to promote genuine rest and long-term sustainability.