[Hiring] Pharmacy Bot Support Specialist @TJM Labs

Role Description

We're looking for a Pharmacy Bot Support Specialist to provide responsive, thoughtful day-to-day support to pharmacies using TJM automation. You'll work as part of a customer pod alongside Customer Success Managers, Implementation Leads, and technical teams. This is not an account ownership role. Instead, you'll be one of the first people our pharmacy customers turn to when they have a question or need help.

What You'll Do

• Be a Responsive First Point of Support
  • Manage incoming day-to-day communication from pharmacy customers across support channels.
  • Respond promptly and professionally to customer questions and reported issues.
  • Ask thoughtful follow-up questions to understand exactly what the customer is experiencing.
  • Gather necessary information to determine the nature of the issue.
  • Help customers resolve issues that can be addressed without engineering involvement.
  • Set clear expectations about what happens next when additional investigation is required.
  • Keep customers updated on the status of their issues.
  • Close the loop once an issue has been resolved.
• Investigate Before You Escalate
  • Turn a customer-reported problem into something our technical teams can efficiently investigate.
  • Ask targeted questions about the reported issue.
  • Gather specific examples, timestamps, and other appropriate information.
  • Review available system activity and troubleshooting information.
  • Document investigations to avoid duplication of effort.
• Create Excellent Technical Support Tickets
  • Ensure clear, actionable tickets are created for engineering or technical teams.
  • Include details about the issue, affected pharmacy, and troubleshooting completed.
• Understand the Pharmacy Behind the Problem
  • Use knowledge of pharmacy operations to put customer questions into context.
  • Learn how each customer's TJM automation fits into its pharmacy operation.
• Communicate Clearly Through Resolution
  • Explain technical information in clear, plain language.
  • Provide updates while issues are being investigated.
  • Communicate internally when an issue may have broader customer impact.
• Know When to Pull in the Pod
  • Understand the roles of Customer Success Managers and Implementation Leads.
  • Provide day-to-day product support and create high-quality escalations when needed.
• Help Us Spot Patterns
  • Identify recurring issues and areas needing additional training.
  • Document product behavior that creates confusion.

Qualifications

• 2+ years of experience working in a pharmacy environment.
• Hands-on familiarity with pharmacy workflows and pharmacy management systems.
• Technical curiosity and a genuine interest in figuring out how things work.
• Clear writing and the ability to document details.
• Strong attention to detail and the ability to manage multiple customer questions.
• Understanding of the importance of appropriately handling PHI and other sensitive healthcare information.
• Current or previous pharmacy technician experience is highly desired.
• Hands-on familiarity with pharmacy management systems is required.

Requirements

• Previous software or technical support experience is a plus.
• Experience training pharmacy staff on technology or workflows.
• Familiarity with Jira, Zendesk, ServiceNow, or similar tools.
• Basic familiarity with Windows, networking, integrations, or software troubleshooting.

Benefits

• Remote-first work environment.
• Opportunity to work at the intersection of pharmacy, healthcare, and AI.
• Meaningful opportunity to learn and grow as TJM Labs continues to scale.