Customer Support Specialist

Summary

Join Clipboard Health, a fast-growing Series C marketplace, as a Subject Matter Expert (SME) to manage document escalations, prevent fraud, and ensure the quality, safety, and compliance of the healthcare professional marketplace. You will be part of a team responsible for handling complex documentation issues, internal consultations, and trust-related escalations. This role is ideal for individuals who thrive on solving high-stakes operational challenges and want to be a key player in maintaining trust at scale.

Requirements

• 2+ years of experience in trust & safety, document verification, compliance operations, healthcare credentialing, customer support, or similar
• Strong analytical skills and attention to detail — you're someone who notices what others miss
• Ability to make sound decisions quickly in ambiguous or gray-area situations
• Strong written communication skills and the ability to explain complex topics clearly
• Highly organized and reliable, with a bias for action and ownership
• Proven track record of operating well in fast-paced, remote work environments
• Comfortable using productivity tools such as Slack, Google Sheets, and task managers
• Ability to work independently while collaborating effectively across teams
• Located in the Asia-Pacific region
• Wired internet connection with minimum 15Mbps download speed
• CPU: Intel i5 (8th gen+) / AMD Ryzen 5 (2000 series+) / Apple M1 or higher
• RAM: 12 GB (16 GB recommended)
• Quiet and professional working environment
• Noise-canceling headset and stable power/internet connection

Responsibilities

• Manage Escalated Document Cases: Review and resolve complex or unclear documentation submitted by healthcare professionals (HCPs) that have been flagged for issues, fraud indicators, or quality concerns
• Prevent Risk & Fraud: Identify suspicious documentation patterns and prevent potentially unsafe actors from entering the platform
• Cross-Team Consultations: Serve as an internal consultant to Sales, Account Management, Product, Legal, and other teams regarding document standards, onboarding requirements, and policy interpretations
• Process Ownership & Documentation: Own and execute daily operational tasks such as document status changes, mapping, unread document resolution, and special projects
• Continuous Improvement: Regularly contribute to refining internal policies, updating requirements (e.g., new attestation forms), and closing process gaps
• Collaboration & Communication: Work cross-functionally to resolve inquiries and improve internal workflows. Respond to questions with clarity and speed via Slack and other internal tools
• Stay Current: Remain up to date with evolving product features and documentation requirements to ensure decisions are aligned with the latest guidelines