Customer Support Specialist I - Tops

PracticeTek; San Diego (CA); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health, dental, vision coverage

401(k) with company match

Paid time off

Job summary

PracticeTek is seeking a Customer Success Specialist to support orthodontic SaaS users and ensure high levels of satisfaction. You will handle inquiries via phone and email, troubleshoot, guide customers through Tops-based workflows, and collaborate with a remote, cross-functional team.

The role is remote-friendly with hybrid options, aligned to MST/PST time zones; travel to events may be required. Benefits include health, dental, vision, 401(k) with company match, and PTO.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• Experience with Orthodontics SaaS systems (Tops/ Greyfinch/ Ortho2/ Cloud9).
• Familiar with SaaS platforms and multi-system troubleshooting.

Responsibilities

• Deliver exceptional phone and email service to end-users, handling high volume.
• Active listening to capture client needs and urgency.
• Determine best solution using internal resources and escalate priorities.
• Replicate issues with Product/Dev teams to deliver fixes.
• Document actions and resolutions clearly in incident logs.
• Lead generation for services and sales.
• Provide customer feedback to internal teams.
• Occasionally travel to tradeshows or events.

Skills

Strong communication

Customer-centric mindset

Team collaboration

Education

Bachelor’s degree preferred, or equivalent

Tools

Tops

Greyfinch

Ortho2

Cloud9

Job description

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide.Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

We’re excited to consider remote candidates for this role, with a preference for those in the MST or PST time zones. that said, if you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup: three days each week collaborating in the office and the rest working wherever you’re most productive!

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day

The Career Opportunity:

In this position, you’ll have the opportunity to be the superhero for our customers, by solving their issues, troubleshooting and guiding them through the ins and outs of the Tops platform. As a Customer Success Specialist, you’ll be responsible for customer success, escalations, retention, cross-sells, and upsells. We’re seeking a candidate with a strong background in Tops Practice Management Software, ready to use their skills to make a significant impact on our customers’ experience and their success using our software products. The candidate must enjoy helping customers, give white-glove service, have strong follow-up to ensure appropriate communication and customer engagement and have a team attitude and strong work ethic.

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Deliver exceptional phone and email service and support to end-users. Heavy call volume of 500+ calls and emails per week
• Consistently using active listening skills with a focus on capturing client needs and urgency
• Determine the best solution based on the issue and details provided by customers utilizing internal resources. Identify and elevate priority issues per client specifications.
• Replicating issues reported by clients and working with Product and Development teams to deliver solutions
• Documenting actions taken on support incidents and logging resolutions in a clear and concise manner
• Lead generation for services and sales.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• On occasion, a willingness to travel to tradeshows or events

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• Bachelor’s degree preferred, or equivalent combination of education and work experience
• Must have prior experience and knowledge of Orthodontics SaaS systems (Preferably Tops, Greyfinch, Ortho2, or Cloud9)
• Familiar with SaaS platforms and integrated product support, including troubleshooting and resolving issues across connected systems.
• Strong team player with excellent work ethic and ability to work remotely with remote team.
• Self-motivated approach, with a strong desire to grow as a leader.
• Must be coachable and have a willingness to be a valued teammate.
• Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team.
• Action oriented with strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $20 - $24/hr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.