Hi Rasmus · 5 hours ago
Clinical Customer Support Specialist
United States
Full-time
Remote
Entry, Mid Level
$65K/yr - $72K/yrHi Rasmus is a company dedicated to making evidence-based autism care accessible to families. They are seeking a Clinical Customer Support Specialist to provide frontline support, resolve technical issues, and improve customer outcomes through effective communication and collaboration.
Health Care
Responsibilities
Monitor and respond to customer support tickets within 3 hours (goal: first reply < 3 hours, never > 3 hours)
Prioritize and manage 'Waiting on Us' tickets toward resolution within 7 days
Provide proactive updates every 2 days when resolution is in progress
Maintain clear customer communication, including bug status transparency
Create well-documented bug tickets when engineering intervention is required
Partner with developers to clarify edge cases, reproduce issues, and support timeline follow-through
Assist customers via phone and Zoom support sessions
Provide booking links for real-time troubleshooting when needed
Follow up in writing after calls/meetings to ensure continuity
Stay engaged in Slack channels and internal updates
Use the Knowledge Base, Confluence docs, and teammates to research customer issues
Triage clinical vs. implementation needs and escalate appropriately
Contribute to internal support playbooks and documentation
Spot gaps in ticket triage and propose workflow improvements
Train new support team members using Confluence + shared resources
Route feature requests and product suggestions to Canny
Ensure clinical product feedback reaches the right owners for review
Qualification
Required
Experience in customer support, customer success, or service roles
Comfort working with SaaS support tools (JIRA, Slack, CRM/ticketing platforms)
Strong verbal + written communication
Ability to work independently and follow through reliably
Clinical ABA/Autism care knowledge is highly valued
Ability to distinguish support vs. implementation needs and escalate appropriately
Preferred
Bonus: ABA industry experience, SaaS support, or technical troubleshooting
Benefits
100% covered health, dental, and vision premium for employee-only standard plan (Family can join too, with a variable cost)
Employer Sponsored Short-Term Disability Coverage
Employer Sponsored Life Insurance
Optional group benefits: AD&D, long-term disability
Participation in a 401k plan through Empower
Professional development opportunities
Room for growth within the company
Paid Time Off: 10 vacation days, 5 sick days, 7 paid holidays + 3 floating holidays for ultimate flexibility
All Parents/Caregivers: 6 weeks fully paid
Birthing Parents: Up to 14 weeks paid
Fully remote and flexible work environment—work from wherever feels right!
Opportunity to make a meaningful impact in the Autism healthcare space
Company
Hi Rasmus
Hi Rasmus is a digital platform that provides access to the leading treatment programs and specialists wherever the child is.
Founded in 2019
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0.06M2020-06-02Seed· $0.06M
Leadership Team
N
Nikolaj Hendriksen
Founder & CEO
Recent News
2024-04-08
Company data provided by crunchbase