Customer Support Specialist

Job description

About Us We're not just another SaaS company. We're chiropractors and software veterans who got tired of watching practices struggle with clunky, outdated systems. So we built something better. ChiroHD is the cloud-based practice management platform that actually gets chiropractic. Scheduling, EHR, billing, patient communication - everything a modern practice needs, built specifically for how chiropractors actually work. No more trying to force-fit horizontal software into your vertical world. We've cracked the code on product-market fit - prepped, proven, and ready for scale! Role Overview Role Overview: As a Customer Support Specialist, you'll be on the front line helping chiropractic practices get the most out of our products. You'll work directly with customers across chat, email, phone, and zoom to answer questions, troubleshoot issues, and guide them toward solutions. This role is about more than answering tickets. We're looking for someone who takes ownership, communicates clearly, stays curious, and genuinely wants to understand the “why” behind an issue. You'll work closely with teammates across Support, Product, Engineering, Billing, and other areas of the business to make sure customers feel heard, supported, and confident using our products. What You’ll Do Customer Support & Communication : Provide friendly, knowledgeable, and timely support through chat, email, and phone. Manage multiple conversations and priorities simultaneously while maintaining accuracy, responsiveness, and a high level of care. Troubleshooting & Issue Resolution : Troubleshoot product questions and technical issues by gathering the right information, investigating thoroughly, and identifying the best path forward. Take ownership of customer issues from initial contact through resolution or appropriate escalation. Customer Education & Documentation : Educate customers on product functionality, workflows, and best practices so they can confidently use the platform. Clearly document customer interactions, troubleshooting steps, findings, and relevant context. Process & Cross-Functional Collaboration : Follow established support workflows and escalation processes, using good judgment when a situation requires additional attention. Partner with Tier 2 Support and cross-functional teams to investigate complex issues, bugs, and product-related concerns. Insights & Continuous Improvement : Identify recurring customer pain points, trends, and opportunities to improve the customer experience. Stay current on product updates, new features, internal processes, and support resources. Teamwork & Adaptability : Contribute to a collaborative team environment by sharing knowledge, asking questions, and jumping in to support teammates. Adapt to evolving products, processes, and priorities in a fast-moving SaaS environment. Who You Are Customer-focused and accountable : You care about the person on the other side of the conversation and take ownership of their experience: investigating, communicating, and following through until the issue reaches the right place. Curious and a strong problem solver : You naturally ask questions, dig deeper, and want to understand how and why things work. You're comfortable navigating unfamiliar situations and using available resources to find answers. A clear, human communicator : You can explain technical or complicated information in a way that feels simple and approachable, and you understand that great support is a team effort - communicating well with customers and teammates alike. Organized and detail-oriented : You can manage multiple conversations, tasks, and priorities without losing important details, and you understand that accurate documentation and complete context matter, especially when escalating an issue. Adaptable and tech-comfortable : You're at ease with change and can learn new products, tools, and processes quickly. You don't need to be an engineer, but you're confident navigating software and understanding how systems work. An AI champion : You embrace AI as part of your everyday work, using it thoughtfully to work smarter, solve problems faster, and continuously improve the customer experience.