Customer Support Representative

Summary

Join AcuityMD, a high-growth medical technology platform backed by leading investors, as a Customer Support Representative. In this role, you will be the primary point of contact for customer inquiries, resolving issues through various channels and collaborating with internal teams. You will leverage your expertise in the AcuityMD application and support tools to provide exceptional customer service. This position requires 2+ years of SaaS customer support experience and excellent communication skills. The ideal candidate will be located in the Eastern Time Zone and possess strong problem-solving abilities. AcuityMD offers a competitive compensation package, including equity, a learning budget, comprehensive health benefits, a home office stipend, unlimited vacation, and generous parental leave.

Requirements

• 2+ years experience in SaaS Customer Support
• Must be located in Eastern Time Zone
• Excellent customer service skills
• Excellent verbal and written communication, and active listening skills
• Familiar with CRM tools like Zendesk, Jira, and Hubspot, Google Suite
• Patience, time management skills, and the ability to prioritize tasks
• Ability to work independently and as part of a team
• A strong sense of urgency, empathy, and a sense of humility
• You must have an eligible work permit in the USA or Canada to be considered for this position

Responsibilities

• Triage and resolve customer issues across live chat, email, and Zoom when necessary
• Collaborate with internal teams (Customer Success, Product, Engineering, Data, Product Marketing) to create and improve troubleshooting workflows and resolve root cause issues
• Contributing to maintain internal knowledge base and help center collateral
• Remain focused under pressure while providing exceptional customer service
• Proactively brainstorm ways to improve processes and workflows

Preferred Qualifications

• Interest or experience in medical technology space
• Previous experience with Customer Advocacy programs

Benefits

• Ground floor opportunity : Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health)
• Competitive compensation with equity upside
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
• Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents
• Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
• Remote work : AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees
• Unlimited vacation : Generous time off and flexible hours give you the freedom to do your best work
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave