SaaS Customer Support Specialist

Nestmed; British Columbia; On-site; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Remote opportunity

Ownership opportunities

Job summary

Nestmed, a remote healthtech company, seeks a skilled technical customer support specialist to join our AI-powered platform. You will be the first voice for clinicians, staff, and admins, resolving issues quickly and with empathy.

You’ll diagnose root causes, document for engineering, and escalate when needed, while thriving in a high-volume queue and collaborating with product and success teams to improve the user experience. The role is remote from Canada (PST hours).

Qualifications

• 3+ years in technical customer support or a client-facing role, preferably in healthtech or healthcare SaaS.
• Troubleshooting that identifies root causes and documents for engineering action.
• Ability to translate technical issues into plain language for clinicians and staff.
• Maintains calm and organized approach in a fast-moving support queue.
• Experience with Zendesk or comparable ticketing systems.

Responsibilities

• First-Line Support — own the front door for clinicians, staff, and admins via Zendesk.
• Operational Troubleshooting — resolve day-to-day issues quickly and clearly.
• Technical Escalation — document and escalate product issues to engineering with context.
• High-Volume Triage — manage inbound volume with disciplined categorization.
• Clinician Empathy — support time-pressured users with patience and kindness.
• Feedback & Collaboration — surface patterns and inform product improvements with CS.

Skills

Troubleshooting instincts

Clinical context

Clear communication

Operational steadiness

Zendesk proficiency

Holiday flexibility

Tools

Zendesk

Job description

Healthcare documentation is broken. Nestmed is fixing it with an AI platform that gives clinicians their time back.

In just one year, we’ve scaled to support tens of thousands of clinicians across more than a million patient visits. We're now the trusted partner for over 60 home health agencies, including 7 of the top 10 enterprises in the US.

Our founding team—hailing from Stanford, YC, Google, and Meta—is backed by the founders of PayPal and Plaid to build the essential infrastructure for the future of the $500B home healthcare industry.

Location: Remote, based in Canada (PST hours)

Schedule: 10 am to 6 pm PST, Friday to Tuesday

Compensation: CAD $80,000 - $90,000

What You’ll Do

First-Line Support — Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone). You're often the first voice a frustrated user hears mid-shift, that responsibility shapes how you show up every day.

Operational Troubleshooting — Resolve the full range of day-to-day issues: password resets, audio file transfers, app restarts, login errors, and account configuration. Most tickets aren't deep bugs, they're fast fixes that require speed, calm, and clear communication.

Technical Escalation — Identify, document, and elevate product issues to engineering with enough context to accelerate resolution. You own follow-through until the user sees a fix, not just until the ticket is handed off.

High-Volume Triage — Manage inbound volume with disciplined categorization and prioritization. Maintain response quality even when the queue is heavy.

Clinician Empathy — Support users who are time-pressured, non-technical, and often mid-patient-care when something breaks. Patience, tone, and the ability to de-escalate matter as much as your technical skills. Kindness is a job requirement here.

Feedback & Collaboration — Surface patterns from recurring user pain points and translate them into actionable insights for product. Partner with the Customer Success team to deliver a consistent, proactive support experience, especially across our enterprise agency clients.

The non-negotiable bar: You have direct experience supporting non-technical end users in a high-volume environment and you're genuinely good at it. You don't lose your patience when the same question comes in for the tenth time that day. You've worked a support queue before, you know what good triage looks like.

What You Bring

• 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
• Troubleshooting instincts — you diagnose the why behind an issue, not just the symptom, and you document it clearly enough for engineering to act on
• Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
• Communication range — you can translate a technical issue into plain language for a nurse on a time crunch without making them feel talked down to
• Operational steadiness — you stay organized and clear-headed in a fast-moving queue, and you default to action over deliberation
• Zendesk proficiency — or comparable ticketing platform; you're not learning this on the job
• This role is for someone who has flexibility and is open to working Canada/US statutory holidays.

Bonus Points For

• Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)
• Experience supporting an AI or voice-based product

Why Nestmed

• Mission-driven company improving healthcare documentation at scale
• Early-stage team with huge ownership opportunities
• Fast-growing customer base and real-world impact
• Work closely with product and engineering teams to shape the user experience
• Remote opportunity, collaborative culture, and meaningful work

Interview Process

• Initial Phone Screen
• Take Home Assessment
• Final Round + Virtual Meet and Greet!

If you’re passionate about building high-impact products that solve real-world problems, we’d love to hear from you.