Customer Support Specialist

Role overview

This opportunity is being handled for a partner organization, which will review applications and manage the next stages of the hiring process. The employer is seeking a Customer Support Specialist located in the United States.

The role blends customer success, technical troubleshooting, and product training within a rapidly growing dental software business. You will work closely with dental offices to help them use the platform effectively, particularly for billing, insurance claim handling, and everyday system tasks. The position is hands-on and customer-facing, combining live support, relationship management, and training sessions to make sure users feel confident and well supported. You will also relay customer feedback to product and engineering teams so the platform can continue improving. This is a high-responsibility role that calls for technical curiosity, clear communication, and a strong service mindset. The work follows a fixed schedule while addressing the real-time needs of healthcare professionals in a fast-moving, service-driven environment.

Key accountabilities

• Deliver immediate support to dental practices as they work through software use, billing processes, and insurance claim workflows inside the platform.
• Run live training sessions for individuals and groups to help new and existing users understand product features and recommended practices.
• Diagnose and resolve technical and operational problems, including application errors, browser-related issues, and integration difficulties, while escalating more complex matters when necessary.
• Serve as the main contact for customer questions and ensure replies are prompt and solutions are effective.
• Record customer feedback, bug reports, and product shortcomings in internal ticketing tools for the product and engineering teams.
• Look for ways to strengthen training resources and user documentation for both internal colleagues and external customers.
• Keep detailed notes on customer conversations, issues, and resolutions to preserve continuity and support quality.
• Partner with cross-functional teams to enhance customer experience and improve usability across the platform.

Required background

• At least 5 years of experience in dental office management, especially in front-desk or front-office roles involving billing and insurance claims.
• Solid knowledge of dental insurance procedures, claim handling, and related administrative workflows.
• Prior experience delivering software onboarding or training in a professional or healthcare setting.
• Strong verbal and written communication skills, with the ability to explain technical and operational topics to non-technical audiences.
• A strong customer service orientation and a demonstrated ability to build trust and long-term client relationships.
• Basic technical ability, including troubleshooting browser issues, hardware connections, and SaaS tools.
• Strong organization and attention to detail, with the ability to follow a fixed schedule from 9 AM to 6 PM ET.
• Comfort using AI tools and automation to work more efficiently and improve day-to-day processes.
• Ability to thrive in a fast-paced support setting, including occasional holiday coverage based on customer needs.

Benefits and compensation

• Base pay in the range of $50,000 to $60,000 annually.
• Equity opportunities plus possible performance-based incentives.
• Medical, dental, and vision insurance.
• 401(k) retirement savings plan.
• Accrued paid vacation.
• Remote-friendly working arrangement.
• Exposure to work at the crossroads of healthcare and technology.
• A structured schedule that supports consistency and clearer work-life planning.

Application and hiring notes

The hiring company’s internal team manages interviews, assessments, and all next-step decisions. The partner organization uses AI-supported matching to screen applications against the role’s core requirements, and shortlisted candidates are then forwarded for review. Personal data may be processed for application evaluation and shared with the employer under applicable privacy laws, and AI tools may assist the recruitment workflow, though final decisions remain human-led.

Work schedule

This role follows a fixed weekday schedule of 9 AM to 6 PM Eastern Time.

Additional information

Occasional holiday coverage may be required to meet customer support needs.