Customer Support Specialist

Position Overview

We’re seeking a Customer Support Specialist to own frontline (L1) support for Medsender. You’ll help customers navigate workflows, resolve common issues, and triage product bugs for escalation—while improving documentation and support operations over time. This is a full-time, salaried (40 hrs/week) position and a great fit for someone who is proactive, detail-oriented, and excited to learn quickly in a fast-moving startup environment.

This role is not a call-center environment. It’s a high-ownership position with close collaboration across Product and Engineering, and strong growth potential over time.

Pivotal Responsibilities

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat (and occasional Zoom as needed).
• Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds.
• Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority).
• Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices.
• Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution.
• Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).
• Operate in a HIPAA-aware environment: Handle sensitive information appropriately and follow minimum-necessary practices.

Essential Qualifications

• Excellent written communication and strong customer empathy—you can explain things clearly and calmly.
• Strong attention to detail and a structured approach to problem-solving.
• High ownership and follow-through: you take responsibility for driving issues to resolution.
• Comfort learning new software quickly and adapting as the product evolves.
• Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus, but we welcome exceptional new grads with evidence of grit, organization, and fast learning.

Bonus Points

• Comfort with basic technical concepts like APIs/webhooks, browser troubleshooting, or reading logs (not required).
• Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows.

Why You Should Choose Medsender

• Work on a product customers rely on daily—and see your impact immediately.
• Join a team that values speed, clarity, and strong execution.
• Learn quickly in a high-growth environment with meaningful ownership.
• Competitive compensation, benefits, and a flexible work environment.
• Clear growth paths over time into Support Ops, Customer Success, Implementations, or more technical support roles.