Remote Enterprise Client Support Specialist

Summary

Join Clipboard Health, a fast-growing tech startup, as an experienced customer support specialist focused on providing high-quality service to enterprise-level healthcare facilities. You will manage and resolve escalated customer queries via various channels, collaborate with internal teams to solve complex issues, and ensure timely resolution within established SLAs. This role requires 3-4+ years of B2B customer support experience in a SaaS or enterprise software environment, proven escalation management skills, and a high-performance record. You'll work remotely with a diverse global team, enjoying opportunities for professional growth and development. A reliable laptop/desktop, wired internet connection, and a quiet workspace are required.

Requirements

• 3-4+ years of experience providing specialized customer support, B2B preferred, ideally within a SaaS or enterprise software environment
• Proven experience managing escalations and maintaining strong relationships with business customers
• Experience working towards High CSAT (>90%) and QA scores in B2B environments
• Ability to handle an average of 30+ calls and 15+ emails daily, with a focus on resolution and customer satisfaction
• Familiarity with SLA management and complex customer issue resolution
• A reliable laptop/desktop (no Chromebooks or Linux OS)
• Minimum 20 Mbps wired internet connection
• Wired headset
• Quiet, distraction-free working environment
• Stable power and internet connectivity

Responsibilities

• Manage and resolve escalated queries from business customers via phone, chat, and email
• Collaborate with internal teams (e.g., legal, billing, operations, etc.) to solve complex customer issues and ensure timely resolution
• Ensure all customer interactions are tracked, and issues are resolved within established service-level agreements (SLAs)
• Provide professional, empathetic service to enterprise clients, particularly during high-stakes situations

Benefits

• Work remotely with a diverse team from around the world
• Access opportunities for personal and professional growth, with support to develop new skills and explore different areas of the business