[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Medsender is hiring a Customer Support Specialist to own frontline customer support, resolve common workflow issues, and triage product bugs for escalation. The role also supports onboarding, improves documentation and support operations, and collaborates closely with Product and Engineering.

Responsibilities

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat (and occasional Zoom as needed)
• Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds
• Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority)
• Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices
• Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution
• Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps)
• Operate in a HIPAA-aware environment: Handle sensitive information appropriately and follow minimum-necessary practices

Skills

• Excellent written communication and strong customer empathy—you can explain things clearly and calmly
• Strong attention to detail and a structured approach to problem-solving
• High ownership and follow-through: you take responsibility for driving issues to resolution
• Comfort learning new software quickly and adapting as the product evolves
• Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus
• Evidence of grit, organization, and fast learning
• Comfort with basic technical concepts like APIs/webhooks, browser troubleshooting, or reading logs (not required)
• Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows

Benefits

• Equity
• Bonus
• A flexible work environment
• Clear growth paths over time into Support Ops, Customer Success, Implementations, or more technical support roles

Company Overview