Only accepting applicants residing in California or Oregon

Company Overview:

Spruce is a cloud-based healthcare communications platform that powers clinical workflows for both in-person and remote care. The Spruce platform is built for HIPAA compliance and offers advanced solutions in telemedicine, phone systems, medical SMS texting, secure messaging, team collaboration, population management, workflow automation, and many other necessary areas and functions of healthcare today.

From solo providers to large multi-site, multi-specialty practice groups, Spruce is trusted by tens of thousands of diverse medical organizations that need to manage their digital operations and clinical communications. The platform is well-loved, with a 4.9+ star rating across 75K+ reviews.

About the Role:

We are looking for a Customer Support Specialist to join our talented customer operations team, which is focused on the activation, satisfaction, and retention of our customer base of medical professionals. As part of this team, you will support our customers by helping them resolve issues and become experts in the product. The majority of Spruce customer support occurs asynchronously and in written form, so candidates must be efficient and have polished correspondence skills.You will be the face of Spruce for customers and embody our company-wide commitment to exceptional customer experience.

Expectations:

• Act as the front line of support on inbound requests from our customers, utilizing a range of internal tools (e.g., in-app chat with customers, internal admin tools) and third-party tools (e.g., email-based help desk).
• Promptly and thoughtfully address customer requests, ranging from simple ones (product questions, helping with account setup, basic troubleshooting) to those more complex (configurations, advanced troubleshooting) in nature, while also efficiently escalating more cases when appropriate
• Collaborate closely with teammates to ensure consistent, high-quality support across all customer touchpoints
• Demonstrate ownership and accountability by following issues through to resolution as best as possible
• Educate customers on product functionality and best practices to help them get the most value from the platform
• Execute day-to-day operational processes (porting of phone numbers from other service providers to Spruce), collaborating with other teams to escalate issues where necessary
• Recommend and create educational resources and materials for customers and the internal team to proactively get ahead of common issues and questions
• Meet or exceed key support performance metrics and quality standards while balancing speed and customer experience

About You:

• 2+ years experience in a customer-facing, problem-solving support role
• Experience in customer support for a SaaS or highly technical product
• Efficient and able to prioritize and keep pace in a support ticket queue
• Exceptional communication skills, both written and verbal. You can clearly and thoughtfully explain new concepts to different audiences
• Passion for helping others and a high degree of empathy for our customers
• High degree of comfort with technology
• Motivated self-starter with strong problem-solving skills to navigate complex problems
• Organized and detail-oriented