Client Success Support Specialist

The Client Success Support Specialist provides essential support to the Client Success team by answering incoming phone calls, triaging provider and patient inquiries, managing support tickets, and assisting with routine administrative tasks. This role plays a key part in ensuring timely, professional communication and operational support for both internal teams and external clients.

Client & Inquiry Support

• Respond promptly and professionally to incoming calls, emails, and portal inquiries per Standard Operating Procedures.
• Triage and route provider and patient questions to the appropriate team
• Escalate urgent or complex issues following established protocols
• Deliver consistent, solution-focused service to clients and patients maintaining client satisfaction of 90% or higher in post interaction surveys

Ticket & Communication Management

• Create, assign, and manage support tickets in Zendesk (or similar systems) per Standard Operating Procedures
• Monitor ticket queues and ensure timely follow-up and resolution
• Accurately document interactions and outcomes for tracking and reporting
• Assist in organizing and distributing client communications and updates

Onboarding & Documentation

• Support new client onboarding, including scheduling and progress tracking per Standard Operating Procedures.
• Update client information and service tracking tools

Administrative & Operational Support

• Monitor shared inboxes and respond using the approved workflows per Standard Operating Procedures
• Compile data for client surveys, reports, and performance dashboards
• Collaborate with internal teams to ensure smooth operations
• Perform additional duties as assigned by the Director of Client Success