Position Overview:The Customer Support Specialist at splose is at the forefront of our mission to empower allied health professionals by ensuring a seamless experience with our practice management software. You’ll play a critical role in supporting users, solving challenges, and gathering insights that drive innovation and growth. This role is perfect for someone passionate about problem-solving, workflow optimisation, and creating meaningful customer relationships.Key Responsibilities:Customer Engagement: Be the first point of contact for customers, providing support through chat, video calls, email, and other communication channels.Product Expertise: Become a trusted expert in splose’s features, guiding users through workflows, troubleshooting issues, and providing best practices to optimise their use of the platform.Problem Solving: Handle first-level technical issues, account support, and software inquiries with efficiency and professionalism. Escalate complex issues to technical or product teams when necessary.AI and Automation: Collaborate with our AI assistant, Bobby, to enhance automated support workflows and ensure it delivers accurate and helpful responses. Offer feedback and insights to improve AI-driven solutions.Content Contribution: Contribute to creating and updating user documentation, FAQs, and support articles, ensuring content is clear, accessible, and relevant.Customer Onboarding: Support new customers by assisting with onboarding tasks, guiding them through initial platform setup, and answering questions to ensure a smooth transition.Feedback Loop: Actively collect and relay customer feedback to internal teams, helping shape the development of features and ensuring splose aligns with user needs.Proactive Support: Engage with users to identify opportunities for workflow improvements, feature adoption, and reducing friction points.Collaboration: Work closely with cross-functional teams (product, sales, engineering, and marketing) to share insights and improve the overall user experience.Incident Management: Assist in resolving critical issues such as system outages or disruptions, ensuring customers are informed and supported during these periods.Experience:Experience: Minimum of 1 year in a customer support or SaaS-related role, with a preference for candidates familiar with allied health workflows.Communication: Excellent written and verbal communication skills, with the ability to explain technical concepts in simple terms.Problem-Solving: A solutions-driven mindset with an analytical approach to identifying and resolving user challenges.Tech-Savvy: Proficient with customer support tools like Intercom, AI support platforms, and basic knowledge of API or software integrations is a bonus.Collaboration: A team player with a proactive attitude who thrives in a collaborative and fast-paced environment.What We Offer:Impactful Work: Be part of a growing team making a real difference in allied health by simplifying workflows and improving efficiency for thousands of users.Learning Opportunities: Gain hands-on experience with AI tools, SaaS workflows, and customer success strategies in a dynamic startup environment.Vibrant Culture: Join a close-knit team that values collaboration, innovation, and having fun—yes, there’s even an unofficial barista in the office!Career Growth: Enjoy opportunities for professional development and career advancement as splose continues to scale.
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