Customer Support Specialist

About Team Builder Team Builder  is a rapidly growing healthcare SaaS company on a mission to transform healthcare through innovative workforce management technology. We are a collaborative, entrepreneurial team with an ownership mindset, committed to delivering exceptional customer experiences and helping healthcare organizations operate more effectively.

Position Summary

We are seeking a client-focused Customer Support Representative (Coordinator or Analyst) to help customers achieve their business goals and maximize the value of Team Builder's platform. This elevated support role combines day-to-day ticket resolution with cross-functional collaboration across Customer Success, Implementation, Product, Engineering, and Operations to resolve issues and support both customers and internal stakeholders. The ideal candidate is customer-focused, highly organized, technically curious, and proactive about improving processes, documentation, training resources, and support workflows.

Success extends beyond resolving individual tickets to strengthening support efficiency, self-service adoption, customer satisfaction, and the overall scalability of the support organization.

Key Responsibilities Customer Support & Technical Assistance

• Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3.
• Fully understand customer issues before responding, troubleshooting, or escalating.
• Manage customer expectations and communicate clear, actionable resolutions.
• Prioritize and manage multiple concurrent requests while maintaining a high level of customer satisfaction.
• Provide technical support to both customers and internal teams.
• Escalate product, configuration, workflow, or implementation-related issues when appropriate.

Documentation & Knowledge Management

• Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.
• Identify documentation gaps and proactively create resources to improve consistency and self-service.
• Ensure support processes, reference materials, and knowledge repositories remain organized and up to date.

Support Operations & Continuous Improvement

• Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.
• Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.
• Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness.
• Support KPI reporting, CSAT initiatives, and ongoing support performance analysis.
• Contribute to the development of a scalable support function that serves both customers and internal teams.

Customer Experience & Cross-Functional Collaboration

• Tailor support approaches based on customer health, business priorities, and account context.
• Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.
• Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.
• Support onboarding, training, and adoption efforts when needed.

Qualifications Required

• 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
• Experience in a SaaS environment.
• Strong troubleshooting, problem-solving, and organizational skills.
• Demonstrated experience creating documentation, knowledge base content, or operational processes.
• Excellent written, verbal, and active listening skills.
• Ability to manage competing priorities in a fast-paced, remote environment.
• Ability to build strong working relationships across teams and organizational levels.

Preferred

• Experience in a support lead, team lead, or senior support capacity.
• Familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.
• Experience using Zendesk, including workflows, automation, reporting, and administration.
• Experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.
• Exposure to onboarding, implementation support, technical configuration, or product training.
• Bachelor's degree or equivalent experience; relevant certifications are a plus.

Successful candidates will:

• Deliver exceptional customer experiences.
• Improve the quality and scalability of Team Builder's support organization.
• Reduce recurring support requests through effective documentation and…