Remote SaaS Customer Support Specialist

TeamBuilder; United States; À distance; USD 73 000 - 75 000; Plein temps

Avantages offerts par ce poste

Annual performance bonus

Equity opportunities

Healthcare benefits

401(k) with company match

Generous PTO (15 days)

Fully remote work

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer Support

SaaS experience

Troubleshooting

Documentation

Written communication

Formation

Bachelor's degree or equivalent

Outils

Zendesk

Description du poste

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