Customer Support Specialist

About TeamBuilder

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare through innovative workforce management technology. We are a collaborative, entrepreneurial team with an ownership mindset, committed to delivering exceptional customer experiences and helping healthcare organizations operate more effectively.

Position Summary

We are seeking a client-focused Customer Support Representative (Coordinator or Analyst) to help customers achieve their business goals and maximize the value of TeamBuilder ’s platform. This elevated support role combines day-to-day ticket resolution with cross-functional collaboration across Customer Success, Implementation, Product, Engineering, and Operations to resolve issues and support both customers and internal stakeholders.

The ideal candidate is customer-focused, highly organized, technically curious, and proactive about improving processes, documentation, training resources, and support workflows. Success extends beyond resolving individual tickets to strengthening support efficiency, self-service adoption, customer satisfaction, and the overall scalability of the support organization.

Key Responsibilities

Customer Support & Technical Assistance

- Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3.

- Fully understand customer issues before responding, troubleshooting, or escalating.

- Manage customer expectations and communicate clear, actionable resolutions.

- Prioritize and manage multiple concurrent requests while maintaininga high level of customer satisfaction.

- Provide technical support to both customers and internal teams.

- Escalate product, configuration, workflow, or implementation-related issues when appropriate.

Documentation & Knowledge Management

- Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.

- Identify documentation gaps and proactively create resources to improve consistency and self-service.

- Ensure support processes, reference materials, and knowledge repositories remain organized and up to date.

Support Operations & Continuous Improvement

- Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.

- Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.

- Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness.

- Support KPI reporting, CSAT initiatives, and ongoing support performance analysis.

- Contribute to the development of a scalable support function that serves both customers and internal teams.

Customer Experience & Cross-Functional Collaboration

- Tailor support approaches based on customer health, business priorities, and account context.

- Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.

- Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.

- Support onboarding, training, and adoption efforts when needed.

QualificationsRequired

- 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.

- Experience in a SaaS environment.

- Strong troubleshooting, problem-solving, and organizational skills.

- Demonstrated experience creating documentation, knowledge base content, or operational processes.

- Excellent written, verbal, and active listening skills.

- Ability to manage competing priorities in a fast-paced, remote environment.

- Ability to build strong working relationships across teams and organizational levels.

Preferred

- Experience in a support lead, team lead, or senior support capacity.

- Familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.

- Experience using Zendesk, including workflows, automation, reporting, and administration.

- Experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.

- Exposure to onboarding, implementation support, technical configuration, or product training.

- Bachelor's degree or equivalent experience; relevant certifications are a plus.

Successful candidates will:

- Deliver exceptional customer experiences.

- Improve the quality and scalability of TeamBuilder 's support organization.

- Reduce recurring support requests through effective documentation and process improvement.

- Strengthen collaboration between Support, Customer Success, Implementation, Product, and Engineering.

- Help create a more self-sufficient support function that enables other teams to focus on their highest-value work.

Additional Information

- Type: Full-Time, Exempt, Remote

- Reporting Structure: Reports to the Customer Success Manager; no direct reports.

- Compensation: Competitive Target Salary $73-75k base salary plus performance-based bonus opportunity and equity eligibility.

- Benefits, Compensation, and Perks:

- Competitive salary plus annual performance bonus opportunity

- Equity opportunities for eligible roles

- Robust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums (effective 1st of the month following your start date)

- Health Savings Account (HSA) eligible plan options

- 401(k) with 3% company match

- 15 days of PTO plus company holidays

- Fully remote work environment (minimal travel required)

- Employee Assistance Program (EAP)

- Tech & wellness reimbursements, home-office set-up, annual company off-site, and a passionate and balanced work environment.

If you're looking for a place where your work matters, your ideas are heard, and your impact is visible, we'd love to meet you.

Originally posted on Himalayas