Senior B2B SaaS Support Specialist (Remote)

Codes Health; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Codes Health is seeking a Customer Support Specialist to join our remote-friendly US team. You’ll manage inbound tickets, comments, and emails from key accounts across email, portal, and phone, ensuring responses within SLA timelines and rapid resolution.

This execution-focused role involves building playbooks, escalating when needed, and helping shape scalable support processes as we grow, while maintaining a customer-first approach in a fast-paced SaaS environment.

Qualifications

• 3–5 years of B2B customer support experience in SaaS
• Ability to own a high-volume queue with minimal supervision
• Clear, warm written communication
• Strong attention to detail across email, portal and phone
• Experience with ticketing systems (Pylon) a plus
• Healthcare or legal 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 for standard tickets
• Triage and resolve the majority of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiries
• Recognize and elevate technical issues (portal bugs, access issues, submission errors, document retrieval errors) to the right owner, and keep the customer updated while it's being worked
• Hit SLA targets consistently and flag early when a ticket, account, or theme is at risk of missing one
• Keep tickets and account notes clean and well-documented so account health, complaint themes, and volume patterns are easy to roll up
• Surface recurring issues or customer feedback themes to the Support Lead to feed into the monthly VoC review
• Follow (and help refine) escalation paths for technical issues, complaints, and collections questions

Skills

B2B customer support

SaaS

Written communication

Attention to detail

Ambiguity tolerance

Tools

Pylon

Job description

Codes Health is seeking a Customer Support Specialist to join our remote-friendly US team. You’ll manage inbound tickets, comments, and emails from key accounts across email, portal, and phone, ensuring responses within SLA timelines and rapid resolution.

This execution-focused role involves building playbooks, escalating when needed, and helping shape scalable support processes as we grow, while maintaining a customer-first approach in a fast-paced SaaS environment.