Customer Success Specialist

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

📋 Description

• Oversee and resolve intricate technical challenges escalated from the external Tier 1 support team.

• Analyze and troubleshoot software, network, and system configuration problems.

• Act as the main point of contact for escalated cases, conveying troubleshooting procedures and solutions to clients.

• Keep precise records of incidents and resolutions in the support ticketing system.

• Work in collaboration with Tier 2 and Tier 3 support teams, development, product management, and other departments.

• Create and update troubleshooting documentation and knowledge base articles.

• Achieve targets for resolution time, customer satisfaction, reduction in escalations, ticket volume, and the quality of documentation.

⛳️ Requirements

• A minimum of 2 years in a customer support or technical support capacity, ideally within SaaS or healthcare technology.

• Experience in psychiatry, behavioral health, or mental health practice environments, including front office/reception, billing, administrative support, or other non-clinical roles.

• Strong troubleshooting abilities and a knack for diagnosing complex technical issues.

• Exceptional written and verbal communication skills with a focus on customer satisfaction.

• Demonstrated capability to collaborate across technical and non-technical teams.

• Excellent organizational skills and the ability to prioritize tasks in a fast-paced setting.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance options.

• Wellness benefits that promote lifestyle, behavioral health, and overall wellbeing.

• Flexible paid time off.

• Sick leave.

• 10 company-paid holidays.

• 401(k) plan with company matching.

• Culture Committee initiatives that foster connection, enjoyment, and a sense of belonging.

• Possible additional compensation such as bonuses or equity, where applicable.