Customer Support Specialist

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

📋 Description

• Oversee the daily management of comments, tasks, and emails from key accounts through email, portal, and phone.

• Ensure first responses are provided within 2 business hours and standard tickets are resolved within 24–48 hours.

• Triage and address most incoming tickets without escalation, including inquiries related to record status, document delivery, billing, and how-to questions.

• Identify and escalate technical issues such as portal bugs, access problems, submission errors, and document retrieval issues.

• Keep customers informed while technical problems are being addressed.

• Consistently achieve SLA targets and flag tickets, accounts, or trends that are at risk of not meeting SLAs.

• Maintain well-documented tickets and account notes to ensure clarity and organization.

• Bring recurring issues and customer feedback themes to the attention of the Support Lead for the monthly Voice of Customer review.

• Adhere to and assist in refining escalation protocols for technical issues, complaints, and collections inquiries.

• Accurately track technical and engineering issues in Linear.

• Contribute to Codes Health's mission of automating medical record retrieval through AI.

⛳️ Requirements

• 3–5 years of experience in B2B customer support, preferably in a SaaS environment, with a proven ability to manage a complex or high-volume queue.

• Capable of independently managing a queue at a senior level without significant oversight while achieving response and resolution goals.

• Possess clear and warm written communication skills, with the ability to de-escalate frustrated customers through email.

• Exhibit strong attention to detail across email, portal, and phone interactions.

• Comfortable navigating ambiguity and manual processes in an early-stage setting.

• Experience with ticketing systems such as Pylon or similar platforms is advantageous.

• A background in legal services, healthcare, or document workflow is a plus.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Engage in meaningful work that contributes to the automation of medical record retrieval.

• Collaborate with a dedicated team committed to continuous improvement and customer satisfaction.