Customer Support Specialist

Akute Health; United States; Remote; USD 40,000 - 80,000; Part time

Job summary

Join a fast-moving healthcare EMR startup as a Customer Support Specialist, where you'll be the primary point of contact for customers. In this part-time role, you'll help users navigate issues, troubleshoot problems, and ensure they feel supported. This position offers the flexibility of remote work and the opportunity to transition into a Customer Success role as the company scales. If you're a self-starter with strong problem-solving skills and a tech-savvy mindset, this is a fantastic opportunity to make a significant impact in the healthcare industry.

Benefits

Flexible work environment

Autonomy in problem-solving

Opportunity for growth into Customer Success

Qualifications

• Strong problem-solving and communication skills are essential.
• Tech-savvy with experience in customer service is a plus.

Responsibilities

• Provide first-line support for customers via email and phone.
• Investigate issues by querying the database and documenting findings.
• Advocate for customer needs and suggest improvements.

Skills

Problem-solving skills

Technical mindset

Communication skills

Self-starter

Customer service experience

Tools

Databases

Job description

About Us

We’re a fast-moving healthcare EMR startup on a mission to make healthcare more efficient, patient-focused, developer-friendly, and to democratize a data driven approach to clinics of all sizes.

As a small team, we thrive on flexibility, problem-solving, and ownership of our work. If you’re someone who loves helping customers, is comfortable working independently, and can dig into technical details when needed, we’d love to meet you.

About the Role

We’re looking for a Customer Support Specialist to be the primary point of contact for our customers. You’ll handle support requests via email (and occasional phone calls), helping users navigate issues, answering their questions, and ensuring they feel heard and supported.

This role requires someone who is not only great at calming worried customers but also technically savvy enough to look into our database, run queries, and help troubleshoot issues before escalating them to engineering.

This will be a part-time role to start. Initially 20 hours a week. As we scale and grow this year, we will likely need to transition this role to full time.

In addition, this role could transition into a Customer Success/Account Manager role as we scale. If you’re looking to get in a position to be more involved in proactive outreach to customers, this would be a great jumping off point.

What You’ll Do

• Be the first line of support for customers, primarily via email (with some phone support as needed).

• Investigate customer issues by looking up data in our database and running queries.

• Document findings clearly for the engineering team when issues require development work.

• Help customers understand and troubleshoot common problems with our software.

• Proactively identify trends in support requests and suggest ways we can improve.

• Act as the voice of the customer internally, advocating for their needs.

What We’re Looking For

• Strong problem-solving skills – You can investigate an issue, break it down, and communicate clearly.

• Tech-savvy mindset – Comfortable looking at databases, running queries, and understanding how data flows.

• Great communicator – You know how to defuse tense situations and explain things in a clear, friendly way.

• Self-starter – We’re a small team with little formal structure. You’ll need to take initiative.

• Previous experience in support, customer service, or a technical role is a plus.

• Familiarity with healthcare, EMR/EHR software, or databases is a bonus but not required.

Why Join Us?

• Work at an early-stage startup where you can make a big impact.

• Be part of a mission-driven team improving healthcare.

• Flexible work environment with autonomy in how you approach problems.

• Part-time & remote role is ideal for your current situation.

• Aspire to be involved in Customer Success/Account Management.

Interested?

Send us your resume and a quick note about why you’d be a great fit!