Customer Support Specialist

Nestmed; New York (NY); Remote; USD 60,000 - 100,000; Full time

Job summary

A healthcare technology company is seeking a Customer Support Specialist to provide support to clinicians and staff. This remote full-time role requires 3+ years of experience in customer support and familiarity with clinical workflows. You will troubleshoot issues, translate feedback, and collaborate with the Customer Success team. Join a mission-driven team improving healthcare documentation at scale.

Benefits

Great health benefits

Collaborative culture

Ownership opportunities

Qualifications

• 3+ years of experience in customer support or client-facing roles, ideally in healthtech or healthcare SaaS.
• Deep understanding of clinical workflows, home health, or EHR/EMR systems.
• Comfort with fast-changing environments and a bias toward action.

Responsibilities

• Serve as the first line of support for users via Zendesk.
• Troubleshoot user-reported issues and escalate bugs.
• Translate user feedback into actionable insights.

Skills

Customer support experience

Written and verbal communication

Organizational skills

Technical simplification

Proactivity

Familiarity with Zendesk

Tools

Zendesk

Job description

Overview

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.

Customer Support Specialist

Location: Remote (U.S. East Coast or Central time zone)

Type: Full-time

Team: Customer Experience

Compensation: $60,000 - $100,000 + Great health benefits - healthcare, dental, and vision

Responsibilities

• Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)
• Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolution
• Triage and categorize inbound tickets to improve internal response speed and clarity
• Translate user feedback into actionable insights to improve product usability
• Collaborate closely with Customer Success to ensure a consistent and proactive support experience

Qualifications

• 3+ years of experience in customer support or client-facing roles, ideally in a healthtech or healthcare SaaS company
• Familiarity with Zendesk
• Deep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you’ve worked with intake, charting, or QA)
• Excellent written and verbal communication skills- you can simplify technical topics for non-technical users
• Strong organizational habits and proactive follow-up instincts
• Comfort with fast-changing environments and a bias toward action

Bonus Points

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

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
• Hiring Manager Call
• Take Home Assessment
• Final Round + Virtual Meet and Greet!

If you don’t fit all the requirements, please feel free to apply anyways!

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