Customer Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist based in United States.

This role sits at the intersection of customer success, technical support, and product education within a fast-growing dental software environment. You will work directly with dental practices to help them get the most value from the platform, especially around billing, insurance claims, and day-to-day system usage. The position combines hands-on troubleshooting with relationship building and live training sessions to ensure customers feel supported and confident. You will also serve as a key feedback loop between users and internal product and engineering teams, helping improve the platform over time. This is a customer-facing, high-ownership role that requires both technical curiosity and strong interpersonal skills. You will operate in a structured schedule while supporting real-time needs of healthcare professionals. The environment is fast-paced, service-oriented, and deeply focused on customer impact.

• Provide real-time customer support to dental practices, helping them navigate software usage, billing workflows, and insurance claims processing within the platform.
• Conduct live training sessions (1:1 and group-based) to onboard users and improve their understanding of system features and best practices.
• Troubleshoot technical and operational issues, including software errors, browser issues, and integration challenges, escalating complex cases when needed.
• Act as a primary point of contact for customer questions, ensuring timely responses and high-quality resolution of issues.
• Capture and communicate customer feedback, bugs, and product gaps through internal ticketing systems for engineering and product teams.
• Identify opportunities to improve training materials and documentation for both internal teams and external users.
• Maintain strong documentation of customer interactions, issues, and resolutions to support continuity and service quality.
• Work collaboratively with cross-functional teams to improve customer experience and platform usability.

Requirements:

• 5+ years of experience in dental office management, particularly in front-office operations involving billing and insurance claims.
• Strong understanding of dental insurance processes, claims workflows, and related administrative systems.
• Experience providing software training or onboarding support in a professional or healthcare environment.
• Excellent communication skills with the ability to explain technical and operational concepts clearly to non-technical users.
• Strong customer service mindset with a proven ability to build trust and long-term client relationships.
• Basic technical proficiency, including troubleshooting browser issues, hardware connections, and SaaS tools.
• Highly organized, detail-oriented, and capable of managing a structured, fixed work schedule (9 AM – 6 PM ET).
• Comfortable using AI tools and automation to improve efficiency and enhance daily workflows.
• Ability to work in a fast-paced support environment, including occasional holidays aligned with customer needs.

Benefits:

• Competitive base salary ranging from $50,000 to $60,000
• Equity opportunities and potential performance-based incentives
• Health, dental, and vision insurance coverage
• 401(k) retirement savings plan
• Accrued paid vacation policy
• Remote-friendly work environment
• Opportunity to work at the intersection of healthcare and technology
• Structured schedule providing consistency and work-life clarity