Customer Support Specialist
Core
Proactive customer support and account management for care agencies and providers using an all-in-one home healthcare platform.
Role type
Senior Customer Support Specialist (Partner Care Consultant)
Builds
An all-in-one platform powering millions of care visits for older adults in the home.
Domain
Home healthcare / SaaS
Required skills
proactive outbound calling, live chat and email support, technical problem-solving for non-technical users, knowledge base maintenance, KPI management (CSAT, AHT, QA), process gap identification
Preferred skills
experience in fast-paced SaaS support, ability to translate feedback to product/engineering teams, data-driven self-improvement
Technologies
live chat, email, phone, internal knowledge base
Responsibilities
Conduct structured check-in calls and proactive outreach to partners; resolve technical issues via chat, email, and phone; maintain and update internal knowledge resources; gather and relay partner feedback to product and engineering teams; meet performance KPIs including response times and satisfaction ratings.
Seniority
Mid-level, hands-on IC
