US- Customer Support Specialist

Adoreal; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Adoreal, a fast-growing SaaS company in elective medicine, is seeking a proactive Customer Success Specialist. In this role, you will manage support tickets, troubleshoot technical issues, and enhance customer experiences by collaborating with multiple teams. Ideal candidates should have experience in client services, excellent communication skills, and a passion for technology.

Benefits

Equity offers for employees

Limitless growth opportunities

Qualifications

• 3–5 years of experience in customer success/support, preferably in health-tech.
• Fluent in English with excellent communication skills.
• Experience managing support tickets and troubleshooting workflows.

Responsibilities

• First point of contact for technical support and troubleshooting.
• Identify common user pain points and work with teams for improvements.
• Ensure timely coverage of patient inquiries and clinic issues.

Skills

Communication

Troubleshooting

Customer support

Organizational skills

Technical aptitude

Education

Bachelor's degree or equivalent experience

Tools

CRM systems

Slack

Microsoft Office

Job description

Who We Are

We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.

Adoreal is scaling rapidly, and this role is designed to support growth. As we automate more of our content production, scheduling, and reporting processes, we are looking for a strategic operator who can take on high-impact work that supports both our social media and broader growth marketing efforts.

Who We AreLooking For

We are seeking a proactive and empathetic Customer Success Specialist with a passion for technology and a proven ability to support US based clients. You should be a confident communicator with native-level English fluency, able to manage conversations with professionalism, clarity, and cultural sensitivity. You are capable of listening and managing customer needs, and also able to confidently navigate and resolve complex technical issues.

The ideal candidate has hands-on experience managing support tickets and troubleshooting workflows, ideally in a SaaS or digital health environment. You’re organized, collaborative, and tech-savvy—eager to identify customer pain points, translate feedback into product insights, and reduce operational friction through self-service tools and automation.

Responsibilities

The Customer Success Specialist is the first point of contact for clinics and consumers, responsible for:

• Technical support & troubleshooting, ensuring rapid resolution of issues.

• User experience & feedback loop, identifying common pain points and collaborating with Product, Growth, and Development Executives (GDEs) to drive platform improvements.

• Ensuring 24/7 issue coverage, with all inquiries addressed within 24 hours.

2. Customer Support & Issue Resolution

• Ensure patient inquiries and clinic issues are covered at all times.

• Maintain a 24-hour response time for all support requests.

• Coordinate internally to escalate critical issues to the right teams when needed.

3. Collect & Summarize Feedback

• Track and document bugs, common issues, feature requests.

• Identify patterns and recurring pain points to help improve the platform.

4. Support Product Releases

• Stay updated on new features, UI updates, and bug fixes.

• Work with the Product team to create Release Notes for clinics.

• Ensure clinics are properly trained on new features.

5. Support Clinic Onboarding

• Understand each clinic’s unique needs and workflows.

• Assist in staff training and transition to the Adoreal platform.

• Act as an ongoing support resource for new clinics.

6. Resource Development & Automation

• Create self-service tools (FAQs, training videos, documentation).

• Explore AI-driven automation (e.g., chatbots, predictive troubleshooting) to reduce repetitive support tasks.

• Native-level fluency in English (C2), with excellent written and verbal communication skills.

• 3–5 years of experience in customer success/support, client services, or technical support—preferably within health-tech, digital health, or B2B SaaS.

• Strong familiarity with support ticketing systems, including triaging, prioritizing, and resolving technical issues.

• Competence in basic troubleshooting and escalation processes, working cross-functionally with product and engineering teams.

• Comfort using tools such as Microsoft, Slack, CRM systems, and knowledge base platforms.

• Experience creating or maintaining help center content, training documentation, or self-service resources.

• Excellent organizational skills and a mindset oriented toward efficiency, scalability, and proactive problem-solving.

Why Adoreal?

Joining Adoreal means becoming part of a high-performing, ambitious team that works hard, achieves extraordinary results, and enjoys the rewards that follow. Every employee receives equity, aligning us all in our shared success. Promotions and growth opportunities are limitless, driven only by your performance and dedication to our core principles:

• We do what is best for the company, not what is best for individuals of the company—we take pride in our work, but not in pride itself—the success of Adoreal is more important than our egos.

• We always share relevant information and admit our mistakes freely and openly (even when it is worrisome or uncomfortable to do so). Candid communication and a solution-oriented mindset is rewarded.

• We innovate by finding the right problems, then solving them. We thrive on change that minimizes complexity and improves situations for our stakeholders.

• We incentivize efficient results & people over process and focus only on the work that creates the most value for our stakeholders.

• We are quietly confident and openly humble, being tenacious in our quest to perform and inspire others with our thirst for excellence.

• We do not bow up and knock down—we care about our teammates and treat all of them with respect, regardless of their level within the company.

• We are steadfast in our pursuit to better our company, our colleagues, and ourselves. When we hire, we only hire people who bleed our principles and who will hopefully be our replacement one day.

At this time, Adoreal is not offering visa sponsorship for this position. Candidates must have current and valid authorization to work in the country where they are applying. We comply with all applicable employment and immigration laws, including U.S. regulations, and encourage applicants to verify their work authorization status before applying.

Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable U.S. law (EEOC) or local employment regulations where we operate. We encourage applications from candidates of all backgrounds.
Accommodations for disabilities are available upon request throughout the recruitment process.

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