Remote B2B Customer Support Specialist

Codes Health, Inc.; United States; Hybrid; USD 50,000 - 80,000; Full time

Job summary

Codes Health, Inc. is seeking a Customer Support Specialist to manage key accounts via email, portal, and phone, ensuring timely responses and resolutions. This execution-focused role helps build and refine playbooks while flagging areas that need evolution.

You’ll handle inbound tickets, document interactions, and maintain SLA adherence, contributing to a scalable customer experience in a fast-growing SaaS company.

Qualifications

• 3–5 years of B2B customer support in SaaS.
• Ability to own a queue independently at senior scope.
• Clear, warm written communication.
• Strong attention to detail across channels.
• Comfort with ambiguity and manual processes.
• Experience with ticketing systems such as Pylon.
• Healthcare, legal services, or document workflow background a plus.

Responsibilities

• Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone.
• First response within 2 business hours; resolution within 24–48 hours.
• Triage and resolve inbound tickets without escalation.
• Escalate technical issues to the right owner and keep the customer updated.
• Hit SLA targets consistently and flag risks early.
• Keep tickets and account notes clean for health and patterns.
• Surface recurring issues to the Support Lead for VoC review.
• Follow and refine escalation paths for issues.

Skills

B2B customer support

SaaS experience

Queue ownership

Written communication

Attention to detail

Ambiguity tolerance

Ticketing systems

Legal/Healthcare background

Document workflow

Education

Bachelors/Equivalent preferred

Tools

Pylon

Job description

Codes Health, Inc. is seeking a Customer Support Specialist to manage key accounts via email, portal, and phone, ensuring timely responses and resolutions. This execution-focused role helps build and refine playbooks while flagging areas that need evolution.

You’ll handle inbound tickets, document interactions, and maintain SLA adherence, contributing to a scalable customer experience in a fast-growing SaaS company.