Customer Support Specialist

Job Summary

To support a growing healthcare infrastructure company, the full-time Customer Support Specialist will manage high-volume operational queues, resolve customer issues related to lab orders, and communicate effectively with empathy and clarity while working remotely within the US Eastern Time zone.

Key responsibilities

• Owning customer issues from start to solution, investigating and resolving reported problems
• Running a high-volume operational queue by triaging, prioritizing, and escalating tickets efficiently
• Building the knowledge base by documenting learnings to improve future customer interactions

Required qualifications

• 2+ years of support experience at a B2B2C SaaS company, preferably in a structured support environment
• Hands-on experience in identifying, reproducing, and resolving customer-reported issues
• Comfortable operating in a small or mid-size company without extensive documentation
• Ability to thrive in a busy queue and take pride in efficiently closing tickets
• Calm and empathetic communication skills, both written and verbal