Customer Support Specialist

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. The company is looking for highly motivated Customer Support Specialists to join its rapidly growing team and play a key role in scaling its customer support function.

Our client takes its user experience and happiness seriously and considers the Support Team essential to its success. In this role, you'll set the standard for what incredible customer experience looks like at the company with both enterprise and individual customers. You'll 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
• Love 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 roll with the punches
• Possess excellent computer skills and comfortable with technology

Ideally, You Have

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

This is a remote full-time, hourly role with a schedule of Monday - Friday, 8:00 AM - 5:00 PM EST.

Geo 1:
$48/hour

Geo 2:
$43/hour

Geo 3:
$41/hour

Why Work Here?

Our client is revolutionizing healthcare delivery using generative AI to help clinicians and patients connect more deeply. With millions of medical conversations processed each month, it is driving meaningful, lasting change across the industry.

Joining the team means entering a fast-paced, high-growth startup where extreme ownership is expected and every contribution directly impacts customers and the business. The culture values curiosity, collaboration, continuous learning, and empathy—ensuring all decisions prioritize the needs of clinicians and patients.

Employees grow in a supportive environment that offers flexibility, inclusivity, and ongoing development opportunities. For those seeking meaningful work alongside passionate, mission-driven teammates, this is the ideal place to make a real difference.

How the Organization Takes Care of Its Team Members:

• Generous Time Off
  : 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
• Comprehensive Health Plans
  : Medical, Dental, and Vision coverage for all full-time employees and their families.
• Generous HSA Contribution
  : If a High Deductible Health Plan is chosen, the organization makes monthly contributions to your HSA.
• Paid Parental Leave
  : Generous paid parental leave for all full-time employees.
• Family Forming Benefits
  : Resources and financial support to help build a family.
• 401(k) Matching
  : Contribution matching to help invest in your future.
• Personal Device Allowance
  : Tax-free funds for personal device usage.
• Pre-tax Benefits
  : Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
• Lifestyle Wallet
  : Monthly contributions for fitness, professional development, coworking, and more.
• Mental Health Support
  : Dedicated access to therapy and coaching to help reach goals.
• Sabbatical Leave
  : 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 – $48.00 per hour
• Offers Equity

Note:

"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."