Customer Support Specialist
About the role
Position Summary
We are looking for a Customer Support Specialist to join our growing team.
In this role, you will have the chance to shape how we serve our customers, help build new processes, and be part of a team that’s passionate about helping Health & Wellness professionals thrive. You will have autonomy and ownership over your work, with a supportive team to back you up.
If you’re someone who enjoys challenges, thrives in a fast-paced startup environment, and cares about making an impact in the health and wellness space, this could be the role for you.
Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only, and preference will be given to applicants legally authorized to work in Canada.
What You’ll Be Doing
- Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution.
- Guide and train customers on the Practice Better platform so they can confidently use its features.
- Build deep product knowledge and share it with customers in clear, practical ways.
- Contribute to support resources like help articles and guides.
- Collect customer feedback, identify trends, and share insights with the development team.
- Log requests and keep teams updated on customer needs.
- Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.
What You Bring
- 2+ years of relevant experience in a SaaS, Tech environment
- Proven ability to provide exceptional customer support
- Strong communication and collaboration skills, with a bias for clarity and action
- Experience with a modern support stack for instance — Zendesk, Guru, Slack, and JIRA
- Analytical, curious, and adaptable - you seek solutions, not