Clinical Customer Support Specialist

Department: Customer Success

Employment Type: Full Time

Location: United States - Remote

Reporting To: Jamie Mills

Compensation: $65,000 - $72,000 / year

Description

• Innovation 🧠 – We embrace creativity and seek better solutions.
• Integrity ⚖️ – Honesty and trust guide everything we do.
• Collaboration 🤝 – Together, we achieve more.
• Growth 🌱 – We’re committed to personal and professional development.
• Empathy ❤️ – We prioritize understanding and human connection.
  
  

Insert high-level overview here.

📍 Location: Fully remote
💼 Reports to: Director of Customer Success
⏳ Job Type: Full-time
💰 Compensation: $65,000 to $72,000

As a Clinical Customer Support Specialist, you’ll be the frontline for platform support, bringing people-first service + clinical thinking to every interaction. You’ll help organizations of all sizes—from small practices to enterprise partners—resolve technical issues, triage clinical questions, and collaborate internally to improve customer outcomes.

ABA clinical knowledge (especially a BCBA or deep ABA experience) is a major advantage in this role, and helps us deliver support that truly understands our users.

You thrive here if:💙 You genuinely love helping people—with patience, warmth, and empathy
 ⚡ You stay organized while managing multiple priorities
 🔍 You enjoy investigating issues and replicating them to find answers
 🤝 You communicate clearly across email, phone, Slack, and Zoom
 🚀 You adapt quickly and see change as momentum, not friction
 🎓 You welcome feedback and continuously improve how you work
 🫧 You understand role boundaries and escalate to Implementation/Customer Success when needed

📌What You’ll Do

🎟️ Ticket Management & Resolution

• Monitor and respond to customer support tickets within 3 hours (goal: first reply < 3 hours, never > 3 hours)
• Prioritize and manage “Waiting on Us” tickets toward resolution within 7 days
• Provide proactive updates every 2 days when resolution is in progress
• Maintain clear customer communication, including bug status transparency

🐞 JIRA Collaboration

• Create well-documented bug tickets when engineering intervention is required
• Partner with developers to clarify edge cases, reproduce issues, and support timeline follow-through

📞 Live Customer Support

• Assist customers via phone and Zoom support sessions
• Provide booking links for real-time troubleshooting when needed
• Follow up in writing after calls/meetings to ensure continuity

💬 Cross-Functional Teamwork

• Stay engaged in Slack channels and internal updates
• Use the Knowledge Base, Confluence docs, and teammates to research customer issues
• Triage clinical vs. implementation needs and escalate appropriately

🛠️ Process & Documentation Improvements

• Contribute to internal support playbooks and documentation
• Spot gaps in ticket triage and propose workflow improvements
• Train new support team members using Confluence + shared resources

📣 Customer Voice → Product Feedback

• Route feature requests and product suggestions to Canny
• Ensure clinical product feedback reaches the right owners for review

🎯What You Bring

• Experience in customer support, customer success, or service roles
• Comfort working with SaaS support tools (JIRA, Slack, CRM/ticketing platforms)
• Strong verbal + written communication
• Ability to work independently and follow through reliably
• Clinical ABA/Autism care knowledge is highly valued
• Ability to distinguish support vs. implementation needs and escalate appropriately
• Bonus: ABA industry experience, SaaS support, or technical troubleshooting

💙 Perks & Benefits You'll Love

🏥 Health & Wellness:

• 100% covered health, dental, and vision premium for employee-only standard plan (Family can join too, with a variable cost)
• Employer Sponsored Short-Term Disability Coverage
• Employer Sponsored Life Insurance
• Optional group benefits: AD&D, long-term disability
• Participation in a 401k plan through Empower

🎓 Growth & Development:

• Professional development opportunities
• Room for growth within the company

🏖️ Time Off to Recharge:

• Paid Time Off: 10 vacation days, 5 sick days, 7 paid holidays + 3 floating holidays for ultimate flexibility

🐣 Parental Leave:

• All Parents/Caregivers: 6 weeks fully paid
• Birthing Parents: Up to 14 weeks paid

🏡 Work Style That Works for You:

• Fully remote and flexible work environment—work from wherever feels right!
• Opportunity to make a meaningful impact in the Autism healthcare space

Use our applicant tracking system Pinpoint to answer the role-specific application questions. These questions were thoughtfully designed to give you more insight into the role and to give us more insight into you. Please write a thoughtful response—a human really reads these.
If you need accommodations during the application process, just let us know—we’re happy to help. 😊