Remote Post-Launch Support Specialist

Practice By Numbers, Inc.; United States; Hybrid; USD 50,000 - 57,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Job summary

Practice by Numbers, Inc. is seeking a Customer Support Specialist to own the post-launch experience for dental and medical practices across the United States and Canada. You will engage customers via chat, email, and phone to resolve issues, build confidence in the platform, and ensure continued value after onboarding.

You will collaborate with Engineering, Product, and CX leadership to improve workflows, documentation, and self-service resources while maintaining SLAs and CSAT targets.

Qualifications

• 2+ years of experience in Customer Support or Customer Experience within a SaaS or technology company
• Strong written and verbal communication skills
• Proven ability to troubleshoot, problem-solve, and work independently
• Comfort managing multiple priorities in fast-paced environments
• Experience with support tools such as Intercom, HubSpot Service Hub, or similar
• Willingness to work EST or PST hours to support U.S. and Canadian customers
• Preferred: Experience supporting SaaS products used by dental or healthcare practices
• Preferred: Familiarity with dental software ecosystems (Dentrix, Eaglesoft, Open Dental, cloud PMS platforms)
• Preferred: Understanding of SMB or practice-level workflows
• Preferred: Experience in high-growth or startup environments

Responsibilities

• Serve as a primary support contact for customers post-launch across chat, email, and phone
• Support dental practices across the U.S. and Canada, adjusting communication style based on urgency and channel
• Own customer issues from initial intake through resolution, regardless of entry point
• Ensure timely, accurate, and empathetic responses
• Maintain accountability for follow-through and closure
• Provide real-time guidance via chat and phone, and structured follow-ups via email
• Build deep working knowledge of PbN products, features, and workflows
• Stay current on releases, updates, and known issues
• Guide customers toward best practices aligned with their goals
• Troubleshoot and resolve functional or technical issues efficiently
• Escalate complex issues to Engineering, Product, or specialized teams with proper context
• Communicate progress, expectations, and resolution clearly across all channels
• Capture customer feedback, trends, and recurring issues
• Share actionable insights with Product and CX leadership
• Contribute to improving documentation, workflows, and self-service resources
• Maintain accurate records in support systems (e.g., Intercom, HubSpot Service Hub) across channels
• Document resolutions, call summaries, and recurring patterns
• Follow and help refine SLAs, escalation paths, and response standards

Skills

Customer support experience

Written communication

Verbal communication

Troubleshooting

Multitasking

Intercom

HubSpot Service Hub

EST/PST hours flexibility

Tools

Intercom

HubSpot Service Hub

Job description

Practice by Numbers, Inc. is seeking a Customer Support Specialist to own the post-launch experience for dental and medical practices across the United States and Canada. You will engage customers via chat, email, and phone to resolve issues, build confidence in the platform, and ensure continued value after onboarding.

You will collaborate with Engineering, Product, and CX leadership to improve workflows, documentation, and self-service resources while maintaining SLAs and CSAT targets.