Customer Support Specialist (12:00pm - 9:00pm EST)

About Our Client

Our client was founded with the mission of powering deeper understanding in healthcare. Its AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

The enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and purpose-built, auditable AI, it is the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, the organization is setting the industry standards for the responsible deployment of AI across health systems.

The team is a growing group of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense.

About The Role

At the company, trust is its currency. Our client is committed to delivering exceptional products, services, and experiences to its customers. It is looking for highly motivated Customer Support Specialists to join its rapidly growing team and play a key role in scaling its customer support team.

The user experience and happiness are taken seriously, and the Support Team is considered essential to the company’s success. In this role, the specialist will set the standard for what incredible customer experience looks like at the company with both enterprise and individual customers. The specialist will be responsible for responding to customers with care and accuracy while helping build the support department to meet the growing demands of the business.

What You'll Do

• Delight users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions
• Provide user feedback to product and operational teams to identify pain points and advocate for the user experience
• Navigate the CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis
• Dig deep and be curious about solving complex issues

What You'll Bring

• Have a 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support focused team
• Enjoy interacting with customers and are happy to work hard
• Great spoken/written communication skills and ability to explain technical troubleshooting in an easy-to-understand manner
• Extremely organized. Ability to manage multiple priorities at once, while maintaining attention to detail and quality
• Can work with speed and are results driven
• Thrive in a fast-paced environment and willing to adapt to changing circumstances
• Possess excellent computer skills and are comfortable with technology

Ideally, You Have

• Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)
• Experience in CRM/Ticketing systems with rigorous tracking

This is a remote full-time, hourly role with a schedule of Monday through Friday, 12:00 PM - 9:00 PM EST.

The hourly rate for this role is based on geographic location and ranges as follows:

Geo 1: $48/hour

Geo 2: $43/hour

Geo 3: $41/hour

Why Work Here?

Our client is revolutionizing healthcare with generative AI, processing millions of medical conversations monthly to deepen connections between clinicians and patients. Its mission is to power greater understanding in healthcare while driving real, lasting change.

Employees join a high-growth startup where extreme ownership and meaningful impact are expected. The culture emphasizes empathy, collaboration, and continuous learning, with shared success and constant growth. With flexible work, inclusive values, and strong support for personal and professional development, it offers the chance to do the most impactful work of your career alongside passionate, high-achieving colleagues.

How the organization takes care of its employees:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.
• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. The organization covers 100% of the premium for employees and 75% for dependents. If a HSA-eligible plan is chosen, the organization also makes monthly contributions to the HSA.
• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.
• 401k and Matching: Contribution matching to help invest in your future.
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.
• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.
• Compensation and Equity: Competitive compensation and equity grants for full-time employees.
• ... and much more!

Compensation$41.00 – $48.00Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”