Senior Customer Support Specialist - US Software (Remote)

Carepatron; Colombia; À distance; COP 127 320 000 - 206 894 000; Plein temps

Avantages offerts par ce poste

Remote work

US-aligned hours

Generous leave

AI in support

Résumé du poste

Carepatron is seeking a Senior Customer Support Specialist to own chat and email support for US customers and to host support video calls when hands-on help is needed.

You’ll be the human expert behind our support experience, with Ava handling first-line questions. You’ll intervene on tricky issues, billing questions, and bugs, ensuring fast, empathetic help so clinicians can focus on their clients.

Qualifications

• Minimum 5+ years in B2B SaaS customer support with live chat and email.
• Excellent written and spoken English; able to explain fixes clearly to clinicians.
• Experience supporting US customers and handling HIPAA-related considerations.

Responsabilités

• Own Intercom chat and email queues during shift; maintain fast response times.
• Escalate and resolve conversations ended-to-end; handle tricky troubleshooting.
• Host video calls to troubleshoot live and walk through workflows.
• Troubleshoot scheduling, telehealth, client portal, payments, billing, or insurance issues.
• Use AI tools to draft, summarize, and research while staying accurate and human.
• Update help center articles and macros when Ava gets stuck; reduce handoffs.
• Document and report bugs to Product/Engineering; close loop with customers.
• Handle frustrated customers with calm, empathy, and good judgment.
• Follow HIPAA-aligned privacy practices when handling data; screen shares.
• Share trends with Product, Success, and Growth; redirect to appropriate teams.
• Contribute to playbooks and support newer teammates.

Connaissances

5+ years experience

Excellent English

US customer support

Intercom experience

Healthcare domain knowhow

Outils

Intercom

Zendesk

Freshdesk

Front

Description du poste

Location: Remote

Hours: 10am to 6pm Pacific Time

Customers: Healthcare practitioners across the US

Channels: Chat, email, and support video calls

Carepatron is a beautifully simple, all-in-one practice management platform trusted by thousands of healthcare professionals around the world. Our mission is to make healthcare more accessible, collaborative, and human, by freeing care teams from admin and giving them tools that genuinely support great care.

We're a fast-growing, product-led SaaS company backed by leading investors, scaling globally across the US, UK, EU, Canada, Australia, and New Zealand. The US is a major focus for us, and we're building a support team that's there for US customers when they need us.

About the Role

We're looking for a Senior Customer Support Specialist to own chat and email support for our US customers, and to host support video calls when a customer needs hands-on help.

You’ll be the expert human behind our support experience. Ava, our AI agent, handles the first line of questions in Intercom. You'll step in when a customer needs more: tricky troubleshooting, account and billing questions, bugs, and the moments where empathy matters most. Sometimes that means jumping on a video call to walk a customer through it live.

Our customers are therapists, counselors, and other healthcare practitioners who rely on Carepatron to run their practice every day. When something isn’t working, they need fast, clear, kind help so they can get back to their clients. That’s you.

You’ll also use AI every day to work faster and make our support smarter, including helping Ava answer more questions without a handoff.

What You’ll Do

• Own our Intercom chat and email queues during your shift, keeping response times fast and quality high
• Pick up conversations escalated by Ava and resolve them end to end
• Host support video calls with customers to troubleshoot live, walk through workflows, and get them unstuck
• Troubleshoot across scheduling, telehealth, clinical notes, the client portal, payments, billing, and insurance
• Use AI tools daily to research, draft, summarize, and move faster, while keeping every reply accurate and human
• Spot where Ava gets stuck, then write and update help center articles, snippets, and macros so more questions get resolved without a handoff
• Reproduce, document, and elevate bugs clearly to Product and Engineering, then close the loop with customers
• Handle frustrated customers and sensitive situations with calm, empathy, and good judgment
• Follow HIPAA-aligned privacy practices whenever you work with customer and practice data, including on screen shares
• Share trends from conversations with Product, Customer Success, and Growth, and hand customers to Success, Sales, or RCM when there’s a bigger need
• Set the bar for quality: shape playbooks, review tricky cases, and support newer teammates

About You

• 5+ years in customer support for a B2B SaaS product, with lots of time spent in live chat and email
• Excellent written and spoken English. You can explain a fix to a busy clinician in a few clear, friendly lines
• Confident and personable on video calls, and comfortable leading a customer through the product on a screen share
• Experience supporting US customers
• Strong troubleshooting instincts. You dig in, ask the right questions, and find the root cause
• Hands-on Intercom experience is a big plus (Inbox, Fin, Help Center, macros). Zendesk, Front, or Freshdesk experience also counts
• You already use AI tools in your day-to-day work and love finding ways to automate the repetitive stuff
• Healthcare, healthtech, or regulated-industry experience is a bonus, as is familiarity with HIPAA, US insurance billing, or EHR and practice management software
• Calm under pressure and able to juggle multiple conversations without dropping the ball
• Highly organized, self-directed, and comfortable working remotely with a team spread across time zones
• Based in Colombia and available 10am to 6pm PT, Monday to Friday, with reliable internet and a quiet, professional space for customer calls
• Motivated by helping people and making healthcare better

Why Join Carepatron?

• 100% remote from anywhere in Colombia
• US-aligned hours that start at midday or early afternoon in Colombia, so your mornings are your own
• Be part of a mission-driven company improving healthcare globally
• Work with a smart, kind, and highly collaborative team
• Competitive salary and generous leave
• A front-row seat to how AI is changing customer support, and real input into how we use it
• Real ownership, plus room to grow as our support team scales
• Direct exposure to product, leadership, and company strategy