Customer Support Specialist - East Coast

Only accepting applicants residing in New York

About the Role:

We are looking for a Customer Support Specialist for our talented customer operations team, which is focused on the activation, satisfaction, and retention of our customer base of medical professionals. As part of this team, you will support our customers by solving problems on their behalf and by helping them become experts on the product. The majority of Spruce customer support occurs asynchronously and in written form, so candidates with efficient and polished correspondence skills are strongly preferred. You will be the face of Spruce for customers and embody our company-wide commitment to exceptional customer experience.

Expectations:

• Act as the front line of support on inbound requests from our customers, utilizing a range of internal tools (e.g., in-app chat with customers, internal admin panel) and third-party tools (e.g., email-based help desk)
• Promptly and thoughtfully address customer questions and requests, ranging from simple (product questions, helping with account setup, basic troubleshooting) to more complex (configuring customer accounts) in nature
• Execute day-to-day operational processes (porting of phone numbers from other service providers to Spruce), collaborating with other teams to escalate issues where necessary
• Recommend and create educational resources and materials for customers and the internal team to proactively get ahead of common issues and questions

About You:

• 2+ years experience in a customer-facing, problem-solving support role
• Experience in customer support for a SaaS or highly technical product
• Efficient and able to prioritize and keep pace in a support ticket queue
• Exceptional communication skills, both written and verbal. You can clearly and thoughtfully explain new concepts to different audiences
• Passion for helping others and a high degree of empathy for our customers
• High degree of comfort with technology
• Motivated self-starter with strong problem-solving skills to navigate complex problems
• Organized and detail-oriented