Client Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Support Specialist based in the United States.

As a Client Support Specialist, you will play an essential role in delivering an outstanding customer experience within a growing healthcare software environment. You will support hospice providers, pharmacies, and healthcare professionals by resolving technical questions, addressing service requests, and helping users navigate digital tools effectively. Through inbound and outbound communications, you will build strong client relationships, provide proactive guidance, and ensure issues are resolved accurately and efficiently. You will collaborate with Client Success, Sales, and other internal teams to improve client satisfaction, strengthen retention, and enhance service quality. This role offers the opportunity to contribute to technology-driven healthcare solutions that help reduce medication delays and improve patient care. Working in a remote, collaborative, and AI-enabled environment, you will help create a seamless experience for clients while continuously developing your technical and communication skills.

• Handle approximately 20–40 inbound support calls per day, along with support tickets from hospice organizations and pharmacies, ensuring timely and effective responses.
• Manage incoming calls efficiently, minimizing missed calls and voicemail whenever possible while maintaining a professional and customer-focused approach.
• Make outbound calls to welcome new users, proactively address questions, provide guidance, and deliver brief training sessions to help clients use the software confidently.
• Assist physicians with electronic prescribing (e-prescribing) setup and troubleshoot related questions or technical issues.
• Investigate client concerns, identify root causes, and provide accurate solutions while ensuring appropriate follow-up and timely resolution.
• Build and maintain positive relationships with clients from diverse professional backgrounds, responding with patience, empathy, and professionalism, including in challenging situations.
• Collaborate with Client Success Managers to address additional client requests and support ongoing client satisfaction and retention initiatives.
• Assist the Sales team with hospice-related research, information gathering, and other projects as required.
• Contribute to the client-facing Knowledge Center by creating and updating frequently asked questions, tutorials, and other educational resources.
• Support the Head of Client Support and the broader Client Experience team in achieving service-level targets, key performance indicators, and customer satisfaction goals.
• Identify recurring client questions and service challenges, sharing feedback and improvement opportunities with relevant internal teams.
• Use available software tools and AI-enabled resources responsibly to improve the speed, accuracy, and quality of support activities.
• Maintain accurate records of client interactions, issues, resolutions, and follow-up actions to support consistent service delivery.
• Participate in scheduled training, rotating weekend coverage, holiday support, and on-call shifts when required.
• Attend internal company retreats approximately twice per year, with travel as needed.

Requirements:

• Previous experience in SaaS customer support, client services, technical support, or a related customer-facing role is preferred. Experience as a Pharmacy Technician is also valuable.
• A Pharmacy Technician license is preferred but not required.
• Strong troubleshooting and problem-solving skills, particularly when diagnosing issues and guiding users toward solutions over the phone.
• Excellent verbal and written communication skills, including the ability to explain technical concepts and software processes in clear, accessible language.
• Strong interpersonal skills and the ability to establish trust with clients who have different communication styles, needs, and levels of technical knowledge.
• A calm, professional, and empathetic approach to handling difficult conversations, frustrated customers, and time-sensitive support requests.
• A self-motivated, energetic, and service-oriented mindset, with a genuine interest in helping people and delivering exceptional customer experiences.
• Excellent organizational skills, attention to detail, and the ability to manage multiple calls, support tickets, and follow-up tasks without compromising quality.
• Resourcefulness, accountability, and the ability to work independently while contributing effectively to a collaborative team.
• The ability to learn new software applications quickly and adapt to evolving processes, tools, and business priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Comfort using technology and a willingness to adopt AI-enabled tools where appropriate to improve efficiency and service quality.
• Availability to work fully remotely from the United States, with a quiet and professional home office and reliable, high-speed internet access.
• Availability to work a nine-hour shift, including a one-hour lunch break, scheduled Monday through Friday between 8:00 a.m. and 8:00 p.m. Eastern Time. During the first month of training, the schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time.
• Flexibility to work rotating weekends, holidays, and on-call shifts as needed.
• Willingness to travel for internal company retreats approximately twice per year.

Benefits:

• Competitive hourly compensation: $21–$22 per hour.
• Fully remote work environment: Work from home anywhere within the United States, subject to applicable employment requirements.
• Comprehensive healthcare coverage: Medical, dental, vision, and accident insurance.
• Company-paid insurance: Short-term disability, long-term disability, and life insurance.
• Retirement savings: 401(k) plan with a 4% employer match after one year of employment.
• Paid time off: Three weeks of paid time off to support rest, personal commitments, and work-life balance.
• Paid holidays: 15 paid holidays annually.
• Wellness support: Five wellness days to help employees prioritize their health and wellbeing.
• Professional development: Opportunities to strengthen customer service, technical troubleshooting, healthcare technology, and client relationship management skills.
• Collaborative team environment: Work closely with Client Experience, Client Success, Sales, and other teams in a supportive, mission-driven organization.
• Meaningful work: Contribute to healthcare technology that helps connect care teams, reduce medication delays, and improve the patient experience.
• Technology-enabled operations: Opportunities to work with modern software and AI-supported tools to improve support quality and operational efficiency.