Customer Support Specialist

TeamBuilder; United States; Remote; USD 73,000 - 75,000; Full time

Benefits offered by this job

Annual performance bonus

Equity opportunities

Healthcare benefits

401(k) with company match

Generous PTO (15 days)

Fully remote work

Job summary

TeamBuilder, a healthcare SaaS company, seeks a Customer Support Representative to resolve Tier 1–3 issues and collaborate across Customer Success, Implementation, Product, Engineering, and Operations. You will improve self-service resources, documentation, and support workflows in a fast-paced remote environment.

The role emphasizes customer satisfaction, process improvement, and scalable support. A bachelor’s degree or equivalent experience is preferred, with equity opportunities for eligible

Qualifications

• Minimum 3+ years in Customer Support, Technical Support, Help Desk or related role.
• Experience in a SaaS environment is required.
• Strong troubleshooting, problem-solving, and organizational skills.
• Proven ability to create documentation, knowledge base content, or operating procedures.
• Excellent written and verbal communication; comfortable with remote work.

Responsibilities

• Provide high-quality, timely resolution of Tier 1–3 customer requests.
• Understand issues fully before responding or escalating; manage expectations.
• Collaborate with Success, Implementation, Product, Engineering, and Ops teams.
• Develop and maintain internal docs, SOPs, and knowledge base content.
• Support KPI reporting, CSAT initiatives, and process improvements.

Skills

Customer Support

SaaS experience

Troubleshooting

Documentation

Written communication

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

About TeamBuilder

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare through innovative workforce management technology. We are a collaborative, entrepreneurial team with an ownership mindset, committed to delivering exceptional customer experiences and helping healthcare organizations operate more effectively.

Position Summary

We are seeking a client-focused Customer Support Representative (Coordinator or Analyst)to help customers achieve their business goals and maximize the value of TeamBuilder’s platform. This elevated support role combines day-to-day ticket resolution with cross-functional collaboration across Customer Success, Implementation, Product, Engineering, and Operations to resolve issues and support both customers and internal stakeholders.

The ideal candidate is customer-focused, highly organized, technically curious, and proactive about improving processes, documentation, training resources, and support workflows. Success extends beyond resolving individual tickets to strengthening support efficiency, self-service adoption, customer satisfaction, and the overall scalability of the support organization.

Key Responsibilities

Customer Support & Technical Assistance

• Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3.
• Fully understand customer issues before responding, troubleshooting, or escalating.
• Manage customer expectations and communicate clear, actionable resolutions.
• Prioritize and manage multiple concurrent requests while maintaining a high level of customer satisfaction.
• Provide technical support to both customers and internal teams.
• Escalate product, configuration, workflow, or implementation-related issues when appropriate.

Documentation & Knowledge Management

• Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.
• Identify documentation gaps and proactively create resources to improve consistency and self-service.
• Ensure support processes, reference materials, and knowledge repositories remain organized and up to date.

Support Operations & Continuous Improvement

• Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.
• Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.
• Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness.
• Support KPI reporting, CSAT initiatives, and ongoing support performance analysis.
• Contribute to the development of a scalable support function that serves both customers and internal teams.

Customer Experience & Cross-Functional Collaboration

• Tailor support approaches based on customer health, business priorities, and account context.
• Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.
• Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.
• Support onboarding, training, and adoption efforts when needed.

Qualifications Required

• 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
• Experience in a SaaS environment.
• Strong troubleshooting, problem-solving, and organizational skills.
• Demonstrated experience creating documentation, knowledge base content, or operational processes.
• Excellent written, verbal, and active listening skills.
• Ability to manage competing priorities in a fast-paced, remote environment.
• Ability to build strong working relationships across teams and organizational levels.

Preferred

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

Successful candidates will:

• Deliver exceptional customer experiences.
• Improve the quality and scalability of TeamBuilder's support organization.
• Reduce recurring support requests through effective documentation and process improvement.
• Strengthen collaboration between Support, Customer Success, Implementation, Product, and Engineering.
• Help create a more self-sufficient support function that enables other teams to focus on their highest-value work.

Additional Information

• Type: Full-Time, Exempt, Remote
• Reporting Structure: Reports to the Customer Success Manager; no direct reports.
• Compensation: Competitive Target Salary $73-75k base salary plus performance-based bonus opportunity and equity eligibility.
• Benefits, Compensation, and Perks:
• Competitive salary plus annual performance bonus opportunity
• Equity opportunities for eligible roles
• Robust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums (effective 1st of the month following your start date)
• Health Savings Account (HSA) eligible plan options
• 401(k) with 3% company match
• 15 days of PTO plus company holidays
• Fully remote work environment (minimal travel required)
• Employee Assistance Program (EAP)
• Tech & wellness reimbursements, home-office set-up, annual company off-site, and a passionate and balanced work environment.

If you're looking for a place where your work matters, your ideas are heard, and your impact is visible, we'd love to meet you.