Customer Success Advocate

Matic is an AI-native clinical intelligence platform designed to orchestrate care-to-collection

workflows the way clinicians actually practice. Through a growing suite of modular AI agentic

solutions, Matic connects clinical documentation, summaries, coding, workflow, and follow-up

into a unified and connected intelligence layer that preserves clinical intent, reduces

fragmentation, and integrates seamlessly within existing physician systems. To learn more about

how Matic orchestrates intelligence across the care-to-collection lifecycle, visit maticinside.ai .

We are adding a Customer Success Advocate to be the primary point of contact for the providers, practice staff, and client teams who use Matic. Our core services power medical history summarization, research, medical coding, live transcription, structured care plans, and more, delivered through our Provider, Administrator, and Patient platforms on web and mobile.

This is our live-product QA and support role. While our QA Engineers test the products we are building, you will focus on the products already in our users’ hands: working primarily in Intercom to resolve user issues, investigating and reproducing the defects they report, and helping our clients get the most out of Matic. The role suits someone who enjoys solving problems for people and can explain technical issues clearly.

• Own Matic’s Intercom platform, including inboxes, routing, automations, AI agent configuration, and Help Center content, and continually improve how we use it.
• Investigate defect reports from users: reproduce the issue, identify the affected product area, and keep the user informed through resolution.
• File clear, factual Linear tickets for engineering or QA follow-up.
• Handle all PHI and PII in strict compliance with HIPAA.

• Create and maintain onboarding, training, and Help Center materials for all Matic products, including our patient applications.
• Train providers, practice staff, client support desks, and client administrators so client teams can serve as the first line of support for their own users.

• Support client onboarding and regular check‑ins with client administrators, working closely with our team at first and taking on full ownership of client relationships as you prove yourself in the role.
• Gather product feedback and identify trends across support tickets, and report them so the team can make informed decisions about our products.
• Contribute to customer‑facing release notes, product demos, customer communications, and incident notices.
• Work daily with engineers, project managers, designers, executives, and external clients and users.
• Support the QA team with manual and automated testing on web and mobile platforms when support volume allows.

• Proven experience in customer support or customer success, ideally for a software product.
• Strong troubleshooting skills, with the ability to reproduce reported issues and document them clearly.
• Excellent written and verbal communication skills, including explaining technical issues to non‑technical audiences.
• Experience creating onboarding, training, or knowledge‑base content.
• Ability to learn new systems quickly, set your own priorities, and work independently as requirements change.
• Experience using AI tools in support or QA work, or the ability to learn quickly.
• Sound judgment and discretion when handling sensitive patient and client data.

• Healthcare, EHR, or medical field knowledge.
• Experience with the tools we use most:
  Intercom, Linear, and Claude Code and Claude Cowork.
• Familiarity with Slack, Google Drive, Firestore, Test Rail, athena
  
  Net EHR, and Postman.

In your first two months, you will…