Customer Support Specialist

About Clinically AI

At Clinically AI, we're redefining the landscape of mental health and clinical documentation with our cutting-edge AI-driven platform. By automating note-taking, transcriptions, and documentation processes, we support healthcare providers in reducing administrative burdens — letting clinicians focus on what truly matters: delivering quality care to their patients. Our platform is designed to ensure HIPAA compliance, prioritize patient confidentiality, and empower providers to increase efficiency and reduce burnout.

We're seeking a Customer Support Specialist to join our team, supporting healthcare providers and users of our AI-driven platform. This is an entry-level role ideal for someone with a strong technical background, experience in customer-facing roles, and a passion for artificial intelligence.

You're a proactive problem solver with strong organizational skills and a customer-first mindset — someone who enjoys working with AI tools, understands great customer service, and can explain technical concepts clearly to non-technical users. You'll be the front line for everything from day-to-day product questions to deeper troubleshooting of AI-generated output and IT/deployment issues, so comfort moving between clinician-facing conversations and more technical, IT-admin-facing ones is essential.

• Own first-line support. Serve as the first point of contact for customer inquiries, resolving issues promptly and effectively.
• Guide technical troubleshooting. Assist users with troubleshooting, onboarding, and product guidance — including diagnosing AI output issues and deployment/IT problems, not just general how-to questions.
• Teach practical AI use. Educate customers on how to use AI tools practically, helping them maximize the platform's capabilities — training and walking end-users (clinicians, admin staff) through product usage, not just fixing bugs.
• Support prompt engineering. Help customers refine clinical documentation templates so clinical leaders can shape outputs for their clinicians, and learn to read/diagnose why an AI output doesn't match the expected clinical note format or content.
• Troubleshoot deployment and access issues. Support IT admins with browser extension, desktop, and mobile app deployment across MDM, SSO, and Group Policy environments.
• Close the feedback loop. Collaborate with internal teams to address customer feedback and identify areas for product improvement, escalating to engineering with clear, reproducible detail.
• Build support resources. Create and maintain organized customer service documentation, including FAQs, how-to guides, and troubleshooting materials.
• Stay platform-fluent. Maintain a deep understanding of Clinically AI's platform end-to-end — including how AI-generated notes map back to clinical and billing requirements — and its applications in healthcare.

• Customer-First Mindset. You exhibit empathy and care in every interaction, building trust and long-term relationships with customers.
• Technical Aptitude. You're comfortable with AI tools and software platforms, and can translate technical concepts into customer-friendly explanations.
• Organization. You're highly organized and detail-oriented, capable of managing multiple customer requests while maintaining accurate records.
• AI Curiosity. You have a genuine interest in AI, with practical examples like prompt engineering.
• Structured Troubleshooting. You reproduce issues, isolate variables, and elevate with evidence rather than guesswork.
• Adaptability. You're comfortable in a fast-paced startup environment and pick up new technologies quickly.

• 1–2 years of experience in a customer-facing role, with demonstrated…