[Hiring] Customer Support Specialist @Office Puzzle

Role Description

As a Customer Support Specialist , you'll be the primary navigator and advocate of Office Puzzle. You aren't just answering tickets; you are a problem-solver and a strategic partner to our users. You'll dive deep into our platform to ensure providers feel supported, empowered, and confident in using our tools to manage their practices.

This role requires a unique blend of technical curiosity, high-level empathy, and the ability to translate complex software workflows into simple, actionable advice.

Key Responsibilities

• Front-Line Support: Provide timely, accurate, and empathetic assistance via email and chat.
• Technical Troubleshooting: Investigate and diagnose user issues, collaborating with the product team to report bugs and suggest improvements.
• Customer Education & Enablement: Assist to create and maintain help center articles, video tutorials, and webinars to help users self-serve and master the platform.
• Feedback Loop: Act as the "voice of the customer" by synthesizing user feedback to help shape our product roadmap.

Future Growth Opportunities

• Leading specialized training sessions for enterprise-level clients.
• Transitioning into a Customer Support Manager or Technical Support Lead role.
• Contributing to Product Management by overseeing feature beta testing.

Who Thrives in This Role

• Is a Natural Problem Solver: You don't just fix the surface issue; you look for the "why" behind the problem.
• Communicates with Clarity: You can explain technical concepts to non-technical users without breaking a sweat.
• Thrives in Autonomy: You enjoy the pace of a startup and are comfortable managing your own time and priorities.
• Has a "Helper" Mentality: You get a genuine "win" out of making someone else's workday easier.

Qualifications

• Experience: 2+ years in a customer-facing role (SaaS experience preferred).
• Tech Savvy: Comfortable learning complex software quickly and using tools like Hubspot, Zoho Desk, or Tawk.to.
• Communication: Strong English proficiency (written and oral).

Nice to Have

• Experience in the Behavioral Health industry.
• Basic understanding of healthcare administrative workflows (scheduling, HIPAA, or billing) is a major plus.
• Experience working in a remote, fast-paced startup environment.