Merchant Support Associate, Entry Level

Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place.

We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform.

At Bask, we value people who take initiative, enjoy helping entrepreneurs, and are willing to learn how our software works. Our customers include people building and operating their own businesses, and we believe clear communication, reliable support, and strong follow-through make a real difference in their experience.

We're looking for a Merchant Support Associate, Entry Level to help entrepreneurs and businesses using Bask Health with routine software questions, platform navigation, and everyday support needs.

This is an entry-level, customer-facing position designed for someone who wants to develop experience in SaaS customer support, e-commerce technology, and merchant operations.

You'll help customers understand how to use supported platform features, troubleshoot common issues, and find the right resources when they need assistance.

You'll work closely with Customer Success Managers, technical support specialists, and other internal teams to ensure merchant questions are handled accurately.

Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses.

Our platform connects merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities.

You'll learn how merchants use the platform to operate their businesses.

You'll develop an understanding of the merchant-facing software workflows relevant to your responsibilities.

You'll respond to routine merchant support requests through approved communication channels.

You'll help customers navigate their accounts and locate supported platform features.

You'll provide approved guidance on basic storefront, questionnaire, and checkout-related questions.

You'll help merchants understand where to find relevant settings, instructions, and support resources.

You'll follow established troubleshooting procedures when customers encounter common software problems.

You'll ask clarifying questions to understand what a merchant is trying to accomplish.

You'll gather relevant information when a customer reports an issue.

You'll document the problem clearly and accurately.

You'll help distinguish between routine navigation questions and issues requiring specialized technical assistance.

You'll escape complex problems to technical support or customer success engineering teams.

You'll provide relevant information so the receiving team can investigate efficiently.

You'll communicate approved updates to merchants when a support request remains unresolved.

You'll follow up on assigned support tickets according to established procedures.

You'll help ensure customers understand the next steps for resolving their questions.

You'll avoid making unsupported promises about software functionality, fixes, or timelines.

You'll maintain accurate records of merchant interactions and support requests.

You'll use approved ticketing, CRM, or customer support systems.

You'll organize assigned tickets and follow-up tasks.

You'll track open requests and help prevent issues from being overlooked.

You'll learn how to categorize and prioritize customer support requests.

You'll follow established procedures for escalating urgent or sensitive concerns.

You'll communicate professionally with entrepreneurs and business owners.

You'll remain patient when assisting customers who are unfamiliar with the software.

You'll explain platform steps clearly without unnecessary technical language.

You'll recognize that customers may have different levels of experience with e-commerce and software tools.

You'll adapt your communication style to help each merchant understand the information being provided.

You'll help customers locate onboarding resources, tutorials, and support documentation.

You'll assist with routine onboarding questions when…