[Hiring] Customer Support Specialist @ChiroCat

Role Description

We're seeking an experienced, technology-comfortable and people-savvy Customer Support Specialist who shares our passion for delivering remarkable customer experiences. At ChiroCat, we view Customer Support as a trade craft. It's masterful communication, product know-how, and the ability to read people's needs and deliver meaningful value.

This role reports to the Head of Customer Success and works closely with other peers and the Support Team Lead. A typical day might include:

• Responding to incoming live chats, emails, and phone calls within our help desk software
• Helping an office manager optimize patient flow by setting up digital intake forms
• Joining the Support+Engineering stand-up meeting
• Troubleshooting account settings and turning frustrated customers into advocates
• Isolating, reproducing, and documenting bugs for quick engineering fixes
• Hopping on screen-sharing meetings with customers to solve complex insurance billing situations
• Blocking off time on your calendar to learn how to use new product features
• Creating Help Center and internal knowledge base content
• Making a quick Loom.com video for a customer to explain their next steps in a visual way

Qualifications

• Live within the United States and be authorized to work here permanently without sponsorship
• At least 3 years of experience in email, chat, or phone customer support OR at least 3 years in the chiropractic/healthcare industry
• At least 3 years of direct, customer-facing communication experience
• Experience with support technology (helpdesks, snippet tools) OR hands-on EHR/EMR software experience (billing, front desk, administration, etc.)
• Comfortable working standard daytime hours in your local US timezone
• Strive for masterful communication in written and spoken forms
• Typing ability consistently at or above 50 WPM with accuracy above 95%
• Software aptitude; enjoy learning and using new technology
• Love to learn and explore new ideas

Requirements

• Experience in both customer support AND chiropractic/healthcare (preferred)
• Background with complex B2B software or healthcare systems (EHR/EMR) (preferred)
• Live in the PST or MST time zone (preferred)
• Experience creating customer-facing resources like help center content (preferred)
• SaaS industry experience (preferred)
• Experience making short, friendly Loom.com training videos (preferred)
• Familiarity with medical insurance billing processes (preferred)
• Previous experience in HIPAA-regulated environments (preferred)

Benefits

• Fantastic health, dental, and vision insurance, with 100% of the premium covered for you and affordable rates for dependents
• Salaried role with a compensation range of $50k-$65k+ a year, depending on applicable experience
• Most team members take three to four weeks of vacation per year
• Work a standard 40-hour week with a focus on work-life balance