[Hiring] Customer Success Manager @Wuwta

Role Description

As a Customer Support & Success Representative, you’ll be a front-line champion for our clients—helping them get answers quickly, resolve issues confidently, and get more value from the WUWTA platform. This is a non-technical role: you don’t need to code or configure complex systems, but you do need to be comfortable working in a SaaS product, following playbooks, and communicating clearly with healthcare professionals.

You’ll support clients primarily through Zendesk/ZOHO (email/tickets) and via phone/Zoom. Your work will directly impact customer satisfaction, retention, and the success of our healthcare customers.

• Client Support (Primary)
  • Provide friendly, accurate, and timely support through Zendesk/Zoho and other channels (email/phone/Zoom).
  • Troubleshoot common “how do I…?” questions and basic issues using internal guides and checklists.
  • Guide customers through platform usage, best practices, and next steps.
  • Identify patterns (recurring questions, friction points) and surface them to the team with clear examples.
• Customer Success (Adoption + Outcomes)
  • Proactively follow up with customers who show low usage or may need coaching.
  • Help clients improve outcomes such as patient responses, campaign performance, and review generation through simple recommendations and enablement.
  • Assist with basic onboarding reinforcement: confirming setup details are understood, scheduling refresher trainings, and ensuring early wins.
• Internal Coordination + Escalations
  • Triage and escalate technical/product issues to Product, or Engineering with complete, well-documented ticket details (steps tried, screenshots, customer impact, urgency).
  • Communicate updates to customers clearly and calmly, setting expectations and timelines.
  • Maintain accurate ticket notes and customer context so anyone can pick up the thread.
• Documentation + Process Improvement
  • Contribute to and improve internal knowledge base articles, macros, and standard operating procedures.
  • Help refine support workflows so the team can scale (tagging, routing, templates, and FAQs).
  • Participate in continuous learning about new features, healthcare communication best practices, and customer needs.

Qualifications

• 1–3+ years in customer support, customer success, account coordination, or client services (SaaS experience is a plus, Experience in healthcare a plus).
• Excellent written communication (you can explain steps clearly and professionally).
• Strong listening, empathy, and de-escalation skills—especially with busy healthcare teams.
• Organized and reliable: can manage multiple tickets/tasks and follow up proactively.
• Comfortable learning tools and workflows (Zendesk, CRM, basic reporting dashboards, Google/Microsoft Office).
• Self-starter mindset with good judgment and a positive, solutions-oriented attitude.
• High discretion with sensitive information; comfort working in a healthcare-adjacent environment.

Nice to Have

• Experience supporting healthcare, dental, or medical practices (or similarly high-touch service industries).
• Familiarity with Zendesk, Salesforce (or similar CRM), or project/task tools (Wrike, Asana, etc.).
• Experience with review/reputation tools, patient engagement platforms, or messaging automation.
• Comfort presenting short trainings or walkthroughs on Zoom.

Work Style & Traits We Value

• Calm under pressure; you don’t get rattled by urgency.
• Detail-oriented; you catch the small things that prevent big problems.
• Friendly and professional; you represent Quantum's brand in every interaction.
• Collaborative; you partner well with Implementation, Product, and Leadership.

Benefits

• Friendly, supportive, and adventurous environment with engaged colleagues.
• Casual, comfortable, professional work culture.
• Comprehensive benefits package.
• Diverse, inclusive workplace where we learn from each other.
• Equal opportunity employer and a great place to work.