Customer Support Specialist - SaaS HealthTech Career

PracticeTek; United States; Remote; USD 30,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

Paid time off

401(k) match

Bonus eligibility

Equity potential

Job summary

PracticeTek is hiring a Tier 1 Customer Support Specialist for its remote SaaS healthtech platform serving 40,000+ clinics. The role emphasizes fast, empathetic support across email, phone, and chat, with clear performance benchmarks (CSAT and call answer rates) in a data‑driven culture.

You’ll work with Salesforce and Freshdesk, contribute to knowledge-base articles, and coordinate with cross‑team partners to resolve issues and drive customer success.

Qualifications

• 4+ years in customer success, account management, or related field (SaaS/tech preferred).
• High School Diploma or GED required; higher education a plus.
• Excellent communication and interpersonal skills; problem-solving abilities.
• Experience as a team or shift lead is preferable; capable of handling multiple accounts.

Responsibilities

• Respond promptly to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within SLAs using Salesforce and Freshdesk.
• Provide empathetic, solutions-focused customer interactions.
• Send CSAT surveys, analyze trends, and share insights with the team.
• Collaborate across teams and maintain accurate case details.
• Develop and maintain internal and customer-facing knowledge base articles.
• Track recurring issues and escalate to Tier 2 or management as needed.
• Leverage internal tools to manage workload and schedule follow-ups.

Skills

Salesforce

Freshdesk

CSAT analysis

Knowledge base

Cross-functional coordination

Education

High School Diploma or GED

Associate's or Bachelor's degree a plus

Tools

Salesforce

Freshdesk

Job description

Customer Support Specialist - SaaS HealthTech Career — Remote

This Tier 1 Customer Support Specialist role at PracticeTek sits within a growing healthtech company serving 40,000+ clinics — a solid environment for professionals building a career in SaaS customer success or technical support.

Compensation context: At $22–$25/hour (~$45K–$52K annually), this is on the lower end for a role requiring 4+ years of experience. Market benchmarks for senior Tier 1 / junior Tier 2 support in SaaS typically range from $50K–$65K. The bonus/equity mention is a positive signal, but candidates with 4+ years should negotiate firmly.

• Proficiency in Salesforce and Freshdesk — two highly marketable CRM/helpdesk tools in demand across industries.
• CSAT analysis and trend reporting — translatable to customer success manager roles.
• Knowledge base documentation — valuable for technical writing and product operations paths.
• Cross-functional escalation and coordination — building toward team lead or operations roles.

Green flags: Multi-brand exposure across healthcare verticals, emphasis on continuous development, and explicit KPIs (90% CSAT, 90% call answer rate) signal a data-driven culture with clear performance benchmarks.

Potential red flags: The requirement of 4+ years for what is framed as Tier 1 support may indicate high workload or limited internal mobility. Candidates should ask about the path to Tier 2 or customer success manager roles during the interview process.

Best suited for professionals targeting a Customer Success Manager or Support Operations trajectory within healthtech or SaaS.

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 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; 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.

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.

What You’ll Do

Efficient Case and Call Handling

• Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within established SLAs using Salesforce and Freshdesk to maintain accurate, consistent records.

Customer Satisfaction & Experience Enhancement

• Provide an empathetic, solutions‑focused experience for every customer interaction.
• Send CSAT surveys post‑resolution, analyze trends, and share insights with the team to support continuous improvement.

Cross‑Department Coordination & Documentation

• Collaborate across teams by accurately recording and communicating case details.
• Develop and maintain internal and customer‑facing knowledge base articles.
• Track and elevate recurring issues to Tier 2 or management to ensure timely resolutions.

Platform & Process Proficiency

• Leverage internal tools to manage workload, document interactions, and schedule follow‑ups.
• Stay current on process updates, products, and workflows to ensure consistent, high‑quality support.

Team & Project Support

• Contribute to light project management tasks, including progress tracking and deliverable updates.
• Participate in process improvement initiatives and internal documentation updates to enhance team efficiency.

Key Performance Metrics

What You Bring

• 4+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
• High School Diploma or GED required. Associate's or Bachelor's degree in Business, Marketing, Communications, or a related field is a plus.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem‑solving and critical‑thinking abilities.
• Experience as a team or shift lead is preferable.
• Ability to manage multiple accounts and projects simultaneously.
• Thrives in a fast‑paced, evolving environment with shifting priorities.
• Technical aptitude and a willingness to learn new software and systems.

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 a base pay between $22.00–$25.00 per hour. 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.

Is this customer support role fully remote? The job posting does not specify an office location, and the location hint indicates the United States broadly. However, the role involves phone‑based support with a ≥90% call answer rate requirement, so candidates should confirm shift schedules and timezone expectations directly with PracticeTek. What is the hourly pay for this role at PracticeTek? PracticeTek expects to pay between $22.00 and $25.00 per hour for this position. The role is also eligible for health, dental, vision, PTO, 401(k) with company match, and potentially bonuses or equity. How much experience is required for this customer support position? The role requires 4+ years of experience in customer success, account management, or a related field, preferably within a SaaS or technology company. Experience as a team or shift lead is also preferable. What tools will I use in this role? You will primarily work with Salesforce and Freshdesk to manage and document support cases, as well as internal tools for scheduling follow‑ups and maintaining knowledge base articles. What are the key performance expectations for this role? The two primary KPIs are a Call Answer Rate of ≥90% and a Customer Satisfaction Score of ≥90%, reflecting the high standard of responsiveness and service quality expected.

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