About the Role
We're looking for a proactive and solution-oriented Customer Support Representative (CSR) to join our fast-growing SaaS team.
This is not just a ticket-closing role, it's a customer advocacy and problem-solving role where your work directly impacts customer satisfaction, retention, and product improvement. You'll support healthcare professionals and business users, troubleshoot technical and billing issues, collaborate with Product and Engineering teams, and help deliver an exceptional customer experience across iFax and Fill.
What You'll Own
Customer Advocacy & Resolution
- Serve as the first point of contact for customer inquiries through Zendesk.
- Troubleshoot product, billing, account, and workflow-related issues with urgency and precision.
- Identify and resolve root causes — not just surface-level symptoms.
- Deliver clear, confident, and empathetic communication to customers of varying technical backgrounds.
- Maintain high customer satisfaction (CSAT) while balancing responsiveness and quality.
Technical & Billing Support
- Manage and prioritize support workflows effectively in Zendesk.
- Escalate reproducible product issues to Development via Basecamp with detailed documentation and reproduction steps.
- Support subscription, billing, and account management workflows in Chargebee.
- Handle compliance-sensitive healthcare accounts with professionalism and attention to detail.
Retention & Revenue Protection
- Identify churn risks and customer frustration signals during support interactions.
- Surface upgrade, expansion, or adoption opportunities where appropriate.
- Partner closely with Customer Success and Sales teams to ensure seamless handoffs and account continuity.
Operational Excellence
- Meet or exceed SLA targets and internal quality standards.
- Maintain accurate account notes and internal documentation.
- Contribute feedback and insights to improve workflows, product usability, and customer experience.
- Proactively identify recurring issues, process gaps, or inefficiencies.
Team Contribution & Growth
- Participate in QA reviews, coaching sessions, and continuous improvement initiatives.
- Contribute to evolving internal documentation, SOPs, and support playbooks.
- Support a culture built on accountability, clarity, collaboration, and execution.
You Might Be a Fit If
- You have 2+ years of customer support experience, ideally within B2B SaaS.
- You communicate in native-level English, both written and verbal.
- You are comfortable supporting US-based customers during EST business hours (9:00 AM – 5:00 PM EST).
- You are highly organized and capable of managing multiple conversations and tickets without sacrificing quality.
- You take ownership and proactively solve problems instead of waiting for direction.
- You can explain technical concepts clearly to non-technical users.
- You work effectively and independently in remote environments.
Strong Bonus If You
- Have experience in health-tech, HIPAA-sensitive, or compliance-heavy environments.
- Have worked in a startup or high-growth SaaS company.
- Understand subscription billing workflows and SaaS retention metrics.
- Have experience supporting products used by healthcare providers or operational teams.
Interview Process
As part of our hiring process, candidates will go through the following stages:
- AI Interview – An initial interview conducted using AI. This is a required step, and only candidates who are comfortable with this format should apply.
- Screening Interview – A live conversation with our team to assess experience, fit, and alignment.
- Case Assessment – A structured exercise where you will present your approach to a real-world enterprise scenario.
- Final Panel Interview – A deeper discussion with cross-functional stakeholders.
Top candidates may also be invited for a final conversation with the CEO.
