Customer Support Representative (Tier I/II)

TeamBuilder • Full-time • Remote (New York, New York, United States) • 2w ago

About TeamBuilder

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare through innovative workforce management technology. We are a collaborative, entrepreneurial team with an ownership mindset, committed to delivering exceptional customer experiences and helping healthcare organizations operate more effectively.

Position Summary

We are seeking a client-focused Customer Support Representative (Coordinator or Analyst) to help customers achieve their business goals and maximize the value of TeamBuilder’s platform. This elevated support role combines day-to-day ticket resolution with cross-functional collaboration across Customer Success, Implementation, Product, Engineering, and Operations to resolve issues and support both customers and internal stakeholders.

The ideal candidate is customer-focused, highly organized, technically curious, and proactive about improving processes, documentation, training resources, and support workflows. Success extends beyond resolving individual tickets to strengthening support efficiency, self-service adoption, customer satisfaction, and the overall scalability of the support organization.

Key Responsibilities

Customer Support & Technical Assistance

Provide high-quality, hands-on timely resolution of customer support requests ranging from Tier 1 through Tier 3.

Fully understand customer issues before responding, troubleshooting, or escalating.

Manage customer expectations and communicate clear, actionable resolutions.

Prioritize and manage multiple concurrent requests while maintaininga high level of customer satisfaction.

Provide technical support to both customers and internal teams.

Escalate product, configuration, workflow, or implementation-related issues when appropriate.

Documentation & Knowledge Management

Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.

Identify documentation gaps and proactively create resources to improve consistency and self-service.

Ensure support processes, reference materials, and knowledge repositories remain organized and up to date.

Support Operations & Continuous Improvement

Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.

Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.

Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness.

Support KPI reporting, CSAT initiatives, and ongoing support performance analysis.

Contribute to the development of a scalable support function that serves both customers and internal teams.

Customer Experience & Cross-Functional Collaboration

Tailor support approaches based on customer health, business priorities, and account context.

Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.

Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.

Support onboarding, training, and adoption efforts when needed.

QualificationsRequired

3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.

Experience in a SaaS environment AND with EHR/EMR integration.

Strong troubleshooting, problem-solving, and organizational skills.

Demonstrated experience creating documentation, knowledge base content, or operational processes.

Excellent written, verbal, and active listening skills.

Ability to manage competing priorities in a fast-paced, remote environment.

Ability to build strong working relationships across teams and organizational levels.

Preferred

Experience in a support lead, team lead, or senior support capacity.

Familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.

Experience using Zendesk, including workflows, automation, reporting, and administration.

Experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.

Exposure to onboarding, implementation support, technical configuration, or product training.

Bachelor's degree or equivalent experience; relevant certifications are a plus.

Successful candidates will:

Deliver exceptional customer experiences.

Improve the quality and scalability of TeamBuilder's support organization.

Reduce recurring support requests through effective documentation and process improvement.

Strengthen collaboration between Support, Customer Success, Implementation, Product, and Engineering.

Help create a more self-sufficient support function that enables other teams to focus on their highest-value work.

Additional Information

Type: Full-Time, Exempt, Remote

Reporting Structure: Reports to the Customer Success Manager; no direct reports.

Compensation: Competitive Target Salary Range of $62-75k base salary plus performance-based bonus opportunity and equity eligibility.

Benefits, Compensation, and Perks:

Competitive salary plus annual performance bonus opportunity

Equity opportunities for eligible roles

Robust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums (effective 1st of the month following your start date)