Customer Support Specialist

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

📋 Description

• Take charge of the customer support experience and serve as the primary point of contact.

• Handle incoming tickets across various channels and prioritize them based on urgency and customer needs.

• Oversee the ticketing system to ensure each request is logged, assigned, prioritized, and monitored.

• Follow up on outstanding tickets until they are resolved and ensure customers are informed throughout the process.

• Respond to common inquiries regarding Fiona, Reid, Betsy, and Michael.

• Refer technical problems to the Implementation and Engineering teams.

• Compose clear and friendly customer updates while adhering to response standards, including same-day replies for major clients and ideally within 4 business hours.

• Recognize recurring issues and communicate patterns to the team to tackle root causes.

• Develop help articles and saved responses.

• Share insights with the Implementation, Product, and Engineering teams.

⛳️ Requirements

• 3–5 years of experience in customer support, customer service, or a client-facing role.

• Familiarity with ticketing systems such as Zendesk, Intercom, Freshdesk, or HubSpot.

• Exceptional written communication skills.

• Highly organized with a keen eye for detail.

• A problem-solver's mindset.

• Quick to learn new software and curious about AI product functionalities.

• Comfortable working in a dynamic environment where priorities may shift.

• Experience supporting B2B SaaS customers is preferred as an additional qualification.

• Background in dental, healthcare, med spa, or other appointment-based businesses, particularly in front desk roles, is preferred as an additional qualification.

• Familiarity with practice management systems is preferred as an additional qualification.

• Experience in writing help center articles or support documentation is preferred as an additional qualification.

• Experience using AI tools in your own work is preferred as an additional qualification.

🏝️ Benefits

• Direct access to customers.

• Genuine ownership from day one.

• Chance to develop Flossy's support function as the company expands.

• Opportunity to influence how Flossy assists its customers.

• Career advancement potential at a rapidly growing AI company.