[Hiring] Support Specialist @Moxie

Role Description

We're looking for a Support Specialist to help Moxie move from siloed, ad hoc support to a unified front door for every practice. You'll field general, billing, and technical questions so that Engineering, Marketing, and Account Managers can focus on the work that needs their expertise. As we grow past 700 practices, you play a key part in making sure support quality holds steady while volume climbs.

You'll join a support team being built through a mix of internal transfers and new hires, working across Tier 0, Tier 1, and Tier 2 with our Concierge, FIN AI, and Intercom tooling. You'll inherit an existing ticket queue and escalation matrix, partner with Tier 2 subject matter experts in functional teams, and help shape the triage standards that every new teammate ramps into.

Our Objectives for the Role

• Resolve the full range of questions independently.
• Within three months, ramped onto the ticket queue and independently resolving a meaningful share of recurring general, billing, and basic technical questions without escalating.
• Fix one real pain point in your first quarter.
• Take ownership of an existing issue in the support process, such as a backlog category, a documentation gap, or a recurring escalation bottleneck, and deliver a fix or measurable improvement.
• Own a slice of the queue end to end.
• By month six, manage a defined portion of the support queue, across general, billing, and technical tickets, with minimal oversight.
• Reduce the load on specialist teams.
• Help the team scale by month nine.

Qualifications

• Experience in customer support, ideally in a SaaS or software environment, handling more than one type of question across a live ticket queue.
• Comfort learning a product deeply.
• Sound triage judgment.
• Experience with support tooling and AI-assisted support.
• Clear, warm written communication.
• An improvement mindset.
• Collaborative by default.

Requirements

• This is not a role for someone who wants to work only one ticket category or hand off anything unfamiliar; you'll be expected to build range across general, billing, and technical support.

Benefits

• Competitive salary.
• Help build a unified front door for support at a company serving more than 700 practices.
• A team in motion, with internal transfers and new hires joining together.
• Direct exposure to every part of the business through partnership with Tier 2 SMEs in Engineering, Marketing, and Account Management.
• A clear path from ramped teammate to go-to mentor, with your process improvements adopted team-wide.