Customer Support Specialist

We connect patients, doctors, and developers to accelerate healthcare innovation. Our customers range from independent doctors offices like Grand Street Dental to public tech companies like SmileDirectClub. We help doctors modernize their businesses, help developers innovate faster, and help patients receive a modern healthcare experience. Were pursuing a society-changing goal and the market opportunity is open for the taking. Weve 5Xd in the last year, and as an early stage employee you will have the chance to make a foundational impact on our companys continued growth. **About NexHealth** To date, NexHealth has raised $50M of capital from prominent product-driven investors like Rahul Vohra, Scott Belskey and Naval Ravikant, and were just getting started.**Customer Success at NexHealth** In a world of one-tap car rides and meal delivery, patients expect to access healthcare anytime anywhere. Were pursuing a future where patients can seamlessly book appointments and connect with their healthcare stakeholders online. To do this, doctors are striving to modernize their businesses and look to NexHealth for help. In many cases, our customers are transitioning from an analog patient experience to a digital one for the first time. Our customer success team plays a critical role in earning our customers trust by supporting them step-by-step through this critical change. * Be the product master! Conduct technical troubleshooting with our customers.* Interact with NexHealth users by live chat, email, phone and video.* Deliver an effortless customer experience by optimizing workflow.* Be able to identify customer needs, and triage to the right team when a problem needs to be escalated.* Be resourceful by leveraging a multitude of internal tools and external SaaS products to solve issues efficiently* Optimize our internal and external documentation when necessary.* Be the voice of the customer! Partner closely with Sales, Customer Success, Product, and Engineering to share customer experience and contribute towards product improvement.* Identify problems and manage projects to scale our operations.* 2+ years of B2B SAAS experience in a customer-facing role (sales, support, CSM)* Experience with technical troubleshooting or software development* High school diploma or equivalent* Has experience explaining complex technical B2B SAAS products to non-tech savvy end users.* Familiarity with Salesforce and a variety of customer engagement tools (Intercom, Zendesk, Salesforce Servicecloud, etc.).* Experience working in a fast-paced ambiguous environment.**Act like an owner.** Job titles dont constrain us, and we are energized by going beyond the scope of our immediate role to achieve our goals. We take pride in exceeding expectations and believe were each responsible for NexHealths success. **NexHealth Values*** **Do whats right for the customer.** We believe that our customers are our bosses. This approach unites us as we ruthlessly prioritize our initiatives in the best interest of our customers.* **Speak your mind (with positive intent).** We need to grow really big really quickly in order to take the market and transform the healthcare industry. In order to fully realize our mission, we value direct and transparent communication to get to the truth as quickly as possible - even if that means challenging authority. That said, we dont tolerate brilliant jerks.* **Think in first principles.** Before taking action, we need to ensure were solving the right problems. We question assumptions and consistently inquire why before pursuing solutions.* **Play to win as a team.** We act in the best interests of our customers, which means we need to be champions who hustle and demonstrate grit. In order to win, we play as a team - even if that means putting the groups needs before our individual interests. This is how we succeed together.**Benefits*** Competitive salary plus equity* Full Medical, Dental and Vision* Unlimited PTO**U.S. Equal Opportunity Employment Information (Completion is voluntary)**Individuals seeking employment at NexHealth are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.GenderPlease identify your raceIf you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Veteran StatusForm CC-305OMB Control Number 1250-0005Expires 05/31/2023**Voluntary Self-Identification of Disability**We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical conditi