Clinical Customer Support Specialist - $31.25 - $34.62 per hour

About the job

About the Role

As a Clinical Customer Support Specialist, you’ll provide frontline support for a SaaS platform, combining people-first service with strong clinical awareness. You’ll help customers resolve technical issues, triage clinical questions, and partner with internal teams to improve outcomes.

This role is ideal for someone who enjoys investigating problems, communicating clearly, and working across teams to deliver a high-quality support experience.

Clinical knowledge in ABA and autism care is a major advantage in this role and will help you better understand users and support needs.

Key Responsibilities

Ticket Management & Resolution: Monitor and respond to support tickets quickly, with a goal of first response within 3 hours. Prioritize active tickets and drive resolutions within targeted timelines. Provide proactive updates while issues are being worked.

Bug Reporting & Engineering Collaboration: Create clear, well-documented bug tickets when engineering support is needed. Work with developers to reproduce issues, clarify edge cases, and support follow-through on timelines.

Live Customer Support: Assist customers via phone and Zoom sessions when real-time troubleshooting is needed. Send written follow-ups after calls to confirm next steps and ensure continuity.

Cross-Functional Coordination: Stay engaged in internal channels and updates. Use internal documentation and teammates to research issues, distinguish support vs. implementation needs, and escalate appropriately.

Process & Documentation Improvements: Contribute to support playbooks and internal documentation. Identify workflow gaps and recommend improvements. Help onboard and train new team members using shared resources.

Customer Feedback to Product: Route feature requests and product suggestions through the proper channels. Ensure clinical feedback reaches the right owners for review.

Required Qualifications

Customer-Facing Experience: Background in customer support, customer success, or a similar service role.

Tools & Systems: Comfort working with SaaS support tools such as ticketing systems, CRM platforms, Slack, and JIRA (or similar tools).

Communication: Strong written and verbal communication skills, with a calm and empathetic customer approach.

Problem Solving: Ability to investigate issues, replicate steps, and document findings clearly.

Independence: Ability to work autonomously, manage priorities, and follow through reliably.

Preferred Qualifications

Clinical Knowledge: ABA and autism care knowledge is highly valued (BCBA or deep ABA experience is a strong plus).

Technical Troubleshooting: Experience supporting software products and coordinating with engineering teams.

Benefits

Health Coverage: Medical, dental, and vision options.

Disability & Life Insurance: Employer-sponsored coverage options.

Retirement: 401(k) plan participation.

Time Off: Paid time off and paid holidays (including floating holidays).

Parental Leave: Paid leave options for caregivers and birthing parents.

Growth: Professional development opportunities and room for advancement.