7Seventy Recruiting · 9 hours ago
Clinical Customer Support Specialist - $31.25 - $34.62 per hour
United States
Full-time
Remote
New Grad, Entry Level
$31.25/hr - $34.62/hr7Seventy Recruiting is seeking a Clinical Customer Support Specialist to provide frontline support for a SaaS platform, combining people-first service with strong clinical awareness. The role involves resolving technical issues, triaging clinical questions, and collaborating with internal teams to enhance customer outcomes.
Information Services
Responsibilities
Ticket Management & Resolution: Monitor and respond to support tickets quickly, with a goal of first response within 3 hours. Prioritize active tickets and drive resolutions within targeted timelines. Provide proactive updates while issues are being worked
Bug Reporting & Engineering Collaboration: Create clear, well-documented bug tickets when engineering support is needed. Work with developers to reproduce issues, clarify edge cases, and support follow-through on timelines
Live Customer Support: Assist customers via phone and Zoom sessions when real-time troubleshooting is needed. Send written follow-ups after calls to confirm next steps and ensure continuity
Cross-Functional Coordination: Stay engaged in internal channels and updates. Use internal documentation and teammates to research issues, distinguish support vs. implementation needs, and escalate appropriately
Process & Documentation Improvements: Contribute to support playbooks and internal documentation. Identify workflow gaps and recommend improvements. Help onboard and train new team members using shared resources
Customer Feedback to Product: Route feature requests and product suggestions through the proper channels. Ensure clinical feedback reaches the right owners for review
Qualification
Required
Customer-Facing Experience: Background in customer support, customer success, or a similar service role
Tools & Systems: Comfort working with SaaS support tools such as ticketing systems, CRM platforms, Slack, and JIRA (or similar tools)
Communication: Strong written and verbal communication skills, with a calm and empathetic customer approach
Problem Solving: Ability to investigate issues, replicate steps, and document findings clearly
Independence: Ability to work autonomously, manage priorities, and follow through reliably
Preferred
Clinical Knowledge: ABA and autism care knowledge is highly valued (BCBA or deep ABA experience is a strong plus)
Technical Troubleshooting: Experience supporting software products and coordinating with engineering teams
Benefits
Health Coverage: Medical, dental, and vision options.
Disability & Life Insurance: Employer-sponsored coverage options.
Retirement: 401(k) plan participation.
Time Off: Paid time off and paid holidays (including floating holidays).
Parental Leave: Paid leave options for caregivers and birthing parents.
Growth: Professional development opportunities and room for advancement.
Company
7Seventy Recruiting
7Seventy Recruiting connects employers with qualified candidates through transparent, data-driven recruitment solutions.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase