Customer Success Advocate

Matic; Plano (TX); Hybrid; USD 17,000 - 25,000; Full time

Benefits offered by this job

Contract-to-hire

Hybrid schedule

Full benefits after conversion

Job summary

Matic is seeking a Customer Success Advocate in Plano, TX to be the primary contact for providers, practice staff, and client teams using our AI-native platform. You will resolve user issues in Intercom and help clients maximize value from Matic's products.

This live-product QA and support role focuses on real user environments, collaborating with engineering, product, and customer success. Hybrid work with 4 days in the West Plano office; compensation is hourly.

Qualifications

• Proven experience in customer support or customer success for software.
• Strong troubleshooting and clear issue documentation.
• Excellent written and verbal communication.
• Experience creating onboarding or knowledge-base content.
• Able to learn systems quickly and work independently as requirements change.
• Experience using AI tools in support or QA is a plus.
• Discretion handling sensitive patient and client data.

Responsibilities

• Own Intercom platform including inboxes, routing, automations, AI agent configuration, and Help Center content.
• Reproduce defects and keep users informed through resolution.
• File Linear tickets for engineering or QA follow-up.
• Create onboarding, training, and Help Center materials.
• Support onboarding and regular check-ins with client admins.
• Gather product feedback from tickets to guide decisions.
• Collaborate daily with engineers, PMs, designers, and clients.
• Support QA with manual/automated testing on web and mobile when volume allows.

Skills

Customer support

Customer success

Troubleshooting

Communication

Independent work

Tools

Intercom

Linear

Claude Code

Claude Cowork

Slack

Google Drive

Postman

Firestore

TestRail

athenaNet EHR

Job description

Matic is an AI-native clinical intelligence platform designed to orchestrate care-to-collection

workflows the way clinicians actually practice. Through a growing suite of modular AI agentic

solutions, Matic connects clinical documentation, summaries, coding, workflow, and follow-up

into a unified and connected intelligence layer that preserves clinical intent, reduces

fragmentation, and integrates seamlessly within existing physician systems. To learn more about

how Matic orchestrates intelligence across the care-to-collection lifecycle, visit maticinside.ai .

The Role

We are adding a Customer Success Advocate to be the primary point of contact for the providers, practice staff, and client teams who use Matic. Our core services power medical history summarization, research, medical coding, live transcription, structured care plans, and more, delivered through our Provider, Administrator, and Patient platforms on web and mobile.

This is our live-product QA and support role. While our QA Engineers test the products we are building, you will focus on the products already in our users’ hands: working primarily in Intercom to resolve user issues, investigating and reproducing the defects they report, and helping our clients get the most out of Matic. The role suits someone who enjoys solving problems for people and can explain technical issues clearly.

What You’ll Own

• Own Matic’s Intercom platform, including inboxes, routing, automations, AI agent configuration, and Help Center content, and continually improve how we use it.
• Investigate defect reports from users: reproduce the issue, identify the affected product area, and keep the user informed through resolution.
• File clear, factual Linear tickets for engineering or QA follow-up.
• Handle all PHI and PII in strict compliance with HIPAA.

Training & Content

• Create and maintain onboarding, training, and Help Center materials for all Matic products, including our patient applications.
• Train providers, practice staff, client support desks, and client administrators so client teams can serve as the first line of support for their own users.

Client Relationships

• Support client onboarding and regular check‑ins with client administrators, working closely with our team at first and taking on full ownership of client relationships as you prove yourself in the role.
• Gather product feedback and identify trends across support tickets, and report them so the team can make informed decisions about our products.
• Contribute to customer‑facing release notes, product demos, customer communications, and incident notices.
• Work daily with engineers, project managers, designers, executives, and external clients and users.
• Support the QA team with manual and automated testing on web and mobile platforms when support volume allows.

What We’re Looking For

Required

• Proven experience in customer support or customer success, ideally for a software product.
• Strong troubleshooting skills, with the ability to reproduce reported issues and document them clearly.
• Excellent written and verbal communication skills, including explaining technical issues to non‑technical audiences.
• Experience creating onboarding, training, or knowledge‑base content.
• Ability to learn new systems quickly, set your own priorities, and work independently as requirements change.
• Experience using AI tools in support or QA work, or the ability to learn quickly.
• Sound judgment and discretion when handling sensitive patient and client data.

Preferred

• Healthcare, EHR, or medical field knowledge.
• Experience with the tools we use most: Intercom, Linear, and Claude Code and Claude Cowork.
• Familiarity with Slack, Google Drive, Firestore, TestRail, athenaNet EHR, and Postman.

What Success Looks Like

In your first two months, you will have:

• Built a thorough working knowledge of Matic’s products and services.
• Taken ownership of our Intercom inboxes and Help Center.
• Resolved user issues end to end, from first report through a filed ticket and follow‑up with the user.
• Created or updated training materials for at least one Matic product.
• Contract-to-hire: an initial two-month contract engagement, with the opportunity to convert to a full‑time employee position based on performance.
• Hybrid schedule: four days per week in our West Plano office.
• Compensation: $12 to $18 per hour, depending on experience.
• Benefits: contract roles are not eligible for medical, dental, or vision benefits. Our full benefits package begins upon conversion to full‑time employment.

Why This Role

• Help physicians and their teams get the most out of AI tools they use with patients every day.
• Shape how a growing company supports its customers, from Help Center content to client training.
• Earn a clear path to a full‑time position with a fast‑growing startup.
• Work alongside a small, sharp team across engineering, product, and customer success.