Customer Support Specialist

The Opportunity

We are seeking a Customer Support Specialist to serve as a front-line resource for the healthcare providers and users of Clinically AI’s AI-powered platform.

This is an entry-level role ideal for someone with customer-facing experience who is comfortable with technology and excited to build skills in SaaS, artificial intelligence, and healthcare technology.

You do not need to come in as an expert in AI, healthcare, or IT infrastructure. We’ll provide training on our products, AI capabilities, healthcare workflows, and the technical environments our customers use. Within your first several months, you’ll handle common questions independently and know when to escalate, with clear opportunities to grow into advanced support, technical support, implementation, or customer success roles.

What You’ll Own

• Serve as an initial point of contact for customer questions and support requests, resolving issues in a timely and professional manner.
• Help customers troubleshoot common technical issues involving login, access, SSO, browser extensions, applications, product functionality, and AI-generated documentation.
• Guide clinicians, administrators, and other users through features and workflows so they can succeed on the Clinically AI platform.
• Help customers understand how their input, templates, and instructions influence AI-generated documentation.
• Investigate AI output concerns alongside experienced team members to determine whether an issue relates to user input, configuration, prompting, or the product.
• Gather screenshots, examples, and reproduction steps so complex issues can be efficiently escalated to Product or Engineering.
• Contribute to FAQs, troubleshooting guides, training materials, and other customer support documentation.
• Identify recurring questions, usability challenges, and customer feedback that can help improve the product.
• Build deep expertise in Clinically AI’s platform, products, workflows, and customers.

What We’re Looking For

• Customer-First Mindset. You enjoy helping people and approach every question with patience, empathy, and professionalism.
• Technical Aptitude. You’re comfortable learning new software, working through technical problems, and figuring out how things work.
• Problem-Solving Skills. You investigate issues, ask good questions, test possible solutions, and seek help when needed.
• Clear Communication. You explain technical concepts in straightforward language to people with different levels of technical experience.
• Organization. You manage multiple requests, keep good notes, and follow issues through to resolution.
• Curiosity About AI. You’re excited to learn how AI and large language models apply in a real-world product.
• Adaptability. You learn quickly and thrive in a growing startup where processes and products continue to evolve.

Required Qualifications

• Approximately 1-2 years of experience in customer service, customer support, help desk, SaaS support, technical support, or another customer-facing role. Relevant internships or part-time experience may also be considered.
• Comfort with computers, web-based applications, and troubleshooting common software issues.
• Strong written and verbal communication skills, with the ability to explain processes clearly and patiently.
• Strong organizational skills and attention to detail.
• Demonstrated ability and willingness to learn new technologies.
• Ability to gather information, document an issue clearly, and escalate it when appropriate.

Preferred Qualifications

• Previous experience at a SaaS or technology company.
• Familiarity with SSO, Microsoft Entra ID/Azure AD, Microsoft Intune, or Windows Group Policy.
• Experience with a ticketing or support platform such as Jira Service Management, Pylon, or similar.
• Exposure to AI tools such as ChatGPT, Claude, Gemini, or other generative AI applications.
• Experience training or helping others learn software.
• Basic familiarity with healthcare, behavioral health, HIPAA, or EHR/EMR systems.

Compensation & Benefits

• Base salary: $75,000-$85,000
• Actual compensation will depend on experience, scope, and overall alignment with the role.
• We offer competitive compensation, stock options, unlimited PTO, medical, dental, and vision coverage, and a 401(k) with company match and Roth option.