Customer Support Specialist

Job description

**About Clinically AI** At Clinically AI, we're redefining the landscape of mental health and clinical documentation with our cutting-edge AI-driven platform. By automating note-taking, transcriptions, and documentation processes, we support healthcare providers in reducing administrative burdens — letting clinicians focus on what truly matters: delivering quality care to their patients. Our platform is designed to ensure HIPAA compliance, prioritize patient confidentiality, and empower providers to increase efficiency and reduce burnout. **The Opportunity** We're seeking a Customer Support Specialist to join our team, supporting healthcare providers and users of our AI-driven platform. This is an entry-level role ideal for someone with a strong technical background, experience in customer-facing roles, and a passion for artificial intelligence. You're a proactive problem solver with strong organizational skills and a customer-first mindset — someone who enjoys working with AI tools, understands great customer service, and can explain technical concepts clearly to non-technical users. You'll be the front line for everything from day-to-day product questions to deeper troubleshooting of AI-generated output and IT/deployment issues, so comfort moving between clinician-facing conversations and more technical, IT-admin-facing ones is essential. **What You'll Own** - **Own first-line support.** Serve as the first point of contact for customer inquiries, resolving issues promptly and effectively. - **Guide technical troubleshooting.** Assist users with troubleshooting, onboarding, and product guidance — including diagnosing AI output issues and deployment/IT problems, not just general how-to questions. - **Teach practical AI use.** Educate customers on how to use AI tools practically, helping them maximize the platform's capabilities — training and walking end-users (clinicians, admin staff) through product usage, not just fixing bugs. - **Support prompt engineering.** Help customers refine clinical documentation templates so clinical leaders can shape outputs for their clinicians, and learn to read/diagnose why an AI output doesn't match the expected clinical note format or content. - **Troubleshoot deployment and access issues.** Support IT admins with browser extension, desktop, and mobile app deployment across MDM, SSO, and Group Policy environments. - **Close the feedback loop.** Collaborate with internal teams to address customer feedback and identify areas for product improvement, escalating to engineering with clear, reproducible detail. - **Build support resources.** Create and maintain organized customer service documentation, including FAQs, how-to guides, and troubleshooting materials. - **Stay platform-fluent.** Maintain a deep understanding of Clinically AI's platform end-to-end — including how AI-generated notes map back to clinical and billing requirements — and its applications in healthcare. **What We're Looking For** - **Customer-First Mindset.** You exhibit empathy and care in every interaction, building trust and long-term relationships with customers. - **Technical Aptitude.** You're comfortable with AI tools and software platforms, and can translate technical concepts into customer-friendly explanations. - **Organization.** You're highly organized and detail-oriented, capable of managing multiple customer requests while maintaining accurate records. - **AI Curiosity.** You have a genuine interest in AI, with practical examples like prompt engineering. - **Structured Troubleshooting.** You reproduce issues, isolate variables, and escalate with evidence rather than guesswork. - **Adaptability.** You're comfortable in a fast-paced startup environment and pick up new technologies quickly. **Required Qualifications** - 1–2 years of experience in a customer-facing role, with demonstrated technical aptitude in AI tools or software platforms. - Strong written and verbal communication — able to flex tone and depth between less-technical clinician end-users and more-technical customer IT admins. - Ability to learn and articulate how Clinically AI's documentation and compliance tools work end-to-end, including how AI-generated notes map back to clinical/billing requirements. - Comfort training or walking end-users (clinicians, admin staff) through product usage, not just fixing bugs. - Ticketing/case management experience (e.g., Zendesk, Freshdesk, Jira Service Management) and ability to document reproducible steps for escalation to engineering. - Strong communication and problem-solving skills. - Understanding of clinical documentation or healthcare workflows is a plus. ***AI / Prompting Troubleshooting*** - Prior experience supporting an AI-powered product (even outside healthcare). - Practical understanding of how LLMs generate text from prompts — context windows, instructions vs. examples, why outputs drift or hallucinate. - Ability to read and diagnose a prompt/template used in the product and identify why an output doesn't match the expected clinical note format or content. - Skill in isolating the root cause of a bad AI output: source input/transcript quality vs. prompt design vs. model behavior vs. a downstream formatting/integration bug. - Experience with prompt iteration/testing (even informally) — able to propose or validate a prompt fix and describe the change to engineering in clear terms. - Basic familiarity with how the product's AI pipeline is structured (e.g., transcription → structured extraction → note generation) so they can pinpoint where in the chain an issue originates. ***Deployment / IT Support (MDM, SSO, Group Policy)*** - Hands-on experience with Microsoft Intune (or comparable MDM: Jamf, Workspace ONE, Google Endpoint Management) for pushing/configuring browser extensions, desktop apps, and mobile apps. - Familiarity with Azure AD/Entra ID and SAML/OIDC-based SSO configuration and troubleshooting (conditional access policies, app registrations, token/claims issues). - Understanding of Windows Group Policy Objects (GPOs) as they relate to software deployment and browser extension policy management (e.g., Chrome/Edge ADMX templates). - Ability to troubleshoot deployment failures across web extension, desktop client, and mobile app, including permissions, network/firewall, and certificate issues. - Comfort reading logs (browser console, app logs, MDM deployment logs) to triage whether an issue is client-side config, network, or product-side. - Scripting/automation basics (PowerShell for Intune/GPO tasks) to speed up repetitive deployment troubleshooting. **Preferred Qualifications** - Familiarity with healthcare regulations such as HIPAA. - Experience working with CRM systems and technical support tools. - Contributions to AI-related projects or communities. - Some prior experience in healthcare IT, SaaS support, or clinical software implementation is a strong plus. **Nice-to-Have** - Working knowledge of behavioral health clinical workflows (intake, treatment planning, progress notes, discharge) and the compliance frameworks around them (HIPAA, 42 CFR Part 2, state licensing/audit requirements). - Exposure to EHR/EMR integrations, since behavioral health documentation tools often need to interoperate with them. **Compensation & Benefits** **Base salary: $75,000–$85,000** We offer competitive compensation, performance-based incentives, healthcare coverage, and flexible time off. ***Clinically AI provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetics, or any other characteristic protected by applicable law.***