Customer Service Representative

RecruiterForge; United States; Remote; USD 62,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

PTO & holidays

Home office stipend

Job summary

RecruiterForge is seeking a Customer Service Representative (Tier I/II) for a healthcare workforce management SaaS platform. This fully remote, full-time role reports to the Customer Success Manager and collaborates with Success, Implementation, Product, Engineering, and Operations to support customers' goals.

You will resolve Tier 1–3 requests, create SOPs and KB content, and help scale a self-service support function with KPI-driven improvements.

Qualifications

• 3+ years in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
• Experience in a SaaS environment and with EHR/EMR integration.
• Strong troubleshooting, problem-solving, organization, communication, and active listening.
• Demonstrated experience creating documentation, knowledge-base content, or operational processes.
• Ability to manage competing priorities remotely and build effective relationships across teams and organizational levels.

Responsibilities

• Provide timely hands-on resolution for Tier 1 through Tier 3 requests, fully understanding each issue before responding, troubleshooting, or escalating.
• Manage customer expectations and multiple concurrent requests, communicate actionable resolutions, and provide technical support to customers and internal teams.
• Escalate product, configuration, workflow, and implementation issues appropriately.
• Tailor support to customer health, account context, and business priorities.
• Partner with Customer Success, Implementation, Product, and Engineering to align responses and resolve issues.
• Represent customer feedback, recurring problems, and enhancement opportunities; support onboarding, training, and adoption as needed.

Skills

Troubleshooting

Problem-solving

Organization

Communication

Active listening

Education

Bachelor's degree

Tools

Zendesk

Job description

The Customer Service Representative (Tier I/II) resolves customer requests for a healthcare workforce management SaaS platform while improving documentation, support workflows, and self-service. The role works with Customer Success, Implementation, Product, Engineering, and Operations to support customers' business goals and improve service efficiency.

Customer Support and Collaboration

• Provide timely hands-on resolution for Tier 1 through Tier 3 requests, fully understanding each issue before responding, troubleshooting, or escalating.
• Manage customer expectations and multiple concurrent requests, communicate actionable resolutions, and provide technical support to customers and internal teams.
• Escalate product, configuration, workflow, and implementation issues appropriately.
• Tailor support to customer health, account context, and business priorities.
• Partner with Customer Success, Implementation, Product, and Engineering to align responses and resolve issues.
• Represent customer feedback, recurring problems, and enhancement opportunities; support onboarding, training, and adoption as needed.

Knowledge and Support Operations

• Create and maintain SOPs, troubleshooting guides, internal documentation, and customer knowledge-base content.
• Find documentation gaps and keep resources organized, current, and useful for consistent service and self-service.
• Analyze support trends and implement improvements that reduce recurring tickets and increase efficiency.
• Develop Zendesk macros, templates, workflows, and automation while maintaining a personalized customer experience.
• Support KPI reporting, CSAT initiatives, and performance analysis, helping build a scalable and self-sufficient support function.

Experience and Qualifications

Required:

• 3+ years in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
• Experience in a SaaS environment and with EHR/EMR integration.
• Strong troubleshooting, problem-solving, organization, communication, and active listening.
• Demonstrated experience creating documentation, knowledge-base content, or operational processes.
• Ability to manage competing priorities remotely and build effective relationships across teams and organizational levels.

Preferred:

• Support lead, team lead, or senior support experience.
• Familiarity with KPIs, CSAT, accountability programs, reporting, and team performance metrics.
• Zendesk workflows, automation, reporting, and administration experience.
• Healthcare technology, workforce management, scheduling, or operations software experience.
• Exposure to onboarding, implementation, technical configuration, or product training.
• Bachelor's degree or equivalent experience; relevant certifications are a plus.

Work, Compensation, and Benefits

This full-time, exempt, fully remote role is associated with New York and reports to the Customer Success Manager with no direct reports. Minimal travel is required, including an annual company offsite.

Target base salary is $62,000-$75,000, with a performance-based bonus opportunity and equity eligibility. Benefits include medical, dental, and vision options, with a 70% employer contribution toward medical premiums effective on the first of the month after starting; HSA-eligible plans; a 401(k) with a 3% match; 15 PTO days and company holidays; and an Employee Assistance Program. Technology and wellness reimbursements and home office setup are also available.