PH - Support Specialist

📋 Description

• Resolve the full range of general, billing, and basic technical questions independently
• Take ownership of existing issues in the support process and deliver measurable improvements
• Own a defined portion of the support queue end to end with minimal oversight
• Reduce load on specialist teams by improving documentation, FIN AI content, and judgment calls
• Contribute to SLA tracking and visibility for tickets that reach Tier 2
• Help scale the team by mentoring newer hires and contributing to automation roadmap

🎯 Requirements

• Experience in customer support, ideally in a SaaS or software environment, handling multiple
• Comfort learning a product deeply and answering general, billing, and technical questions
• Sound triage judgment to resolve, deflect, or escalate tickets appropriately
• Experience with support tooling and AI-assisted support (Intercom, Zendesk, or similar)
• Clear, warm written communication in plain language
• An improvement mindset, flagging and fixing gaps in documentation, process, or expectations

🎁 Benefits

• Help build a unified front door for support at a company serving more than 700 practices
• Opportunity to shape how ownership is split as the team grows
• Direct exposure to every part of the business through partnership with Tier 2 SMEs
• Modern tooling (Intercom, FIN AI, and Concierge) built around deflection
• Clear path from ramped teammate to go-to mentor with process improvements adopted team-wide
• Competitive salary