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 maintaining a 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. Qualifications Required • 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.