Customer Support Specialist

Mon Ami builds modern technology for the growing sector of aging and disability services. We’re a women-founded, mission-driven startup tackling the $100B+ social services market to enable the delivery of life-sustaining services for older adults and people with disabilities.

Our customers are large public agencies (think state departments on aging, or state departments of health) across the country who coordinate complex networks of care, but who are currently wasting 60% of their time on administrative paperwork that can be digitized and automated. Mon Ami’s cloud-based solutions allow them to streamline workflow, increase capacity to serve more people, and track outcomes.

We have raised over $15M in capital and are backed by leading VCs in healthcare and SaaS, including Ulu Ventures, Maverick Ventures, Pivotal Ventures, and others.

Our customers are on the front lines of providing life-sustaining services to older adults and people with disabilities. We're looking for a Customer Support Specialist who is eager to support them with empathy, problem-solving skills, and a deep understanding of Mon Ami's platform.

This role is highly user-facing, with a focus on building trust and ensuring customers feel supported every step of the way. You'll be responsible for triaging and resolving tickets, managing and developing Help Center resources, and collaborating closely with product, engineering, and data teams to address customer needs. Success in this role means customers receive timely, thoughtful support that enables them to deliver essential services in their communities.

Note: This position is remote but requires availability between 9:00 AM – 5:00 PM Eastern Time
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• Become a product expert: Build deep Mon Ami product knowledge so you can efficiently triage tickets, resolve issues, and provide product education to users.
• Deliver excellent customer experiences: Communicate clearly, empathetically, and with a focus on solutions.
• Partner cross-functionally: Work with engineering, product, and data teams to resolve technical issues — for example, by writing detailed bug reports engineers can reproduce.
• Grow self-service support: Develop and maintain Help Center resources (articles, video tutorials, FAQs) so customers can find answers on their own.
• Spot patterns: Track and report recurring issues to identify opportunities for product and process improvements.

• Education or experience: B.A./B.S. degree or equivalent relevant experience.
• Support background: 1–3+ years of customer support or other client-facing experience, with a proven ability to make customers feel heard and supported.
• Analytical and collaborative: Strong problem-solving skills and evidence of effective teamwork.
• Communication: Excellent oral and written communication skills (email, Slack, virtual meetings).
• Organized: Highly organized with meticulous attention to detail.
• Empathy: Exceptional empathy and listening skills — you can diffuse tension and build trust.
• Pace: Comfortable in a fast-paced environment and committed to "doing things the right way."
• Tooling: Strong computer skills and familiarity with web-based applications (Google Workspace, Microsoft Office, Notion, Zendesk, Zoom).
• Bonus: SaaS company experience; hands-on with Zendesk or similar support platforms; familiarity with aging services, disability services, or healthcare.

We value high performance and high enjoyment. In addition to having the privilege of working hard on a mission we believe in, we get to do it on a team of people we genuinely respect and like being around. Our hybrid/remote company of ~40 gets together in person 2x per year for team-proposed activities like board games, cooking…