Clinical Customer Support Specialist

Hi Rasmus•Nashville, TN

2d•$65,000 - $72,000•Remote

About The Position

As a Clinical Customer Support Specialist, you’ll be the frontline for platform support, bringing people-first service + clinical thinking to every interaction. You’ll help organizations of all sizes—from small practices to enterprise partners—resolve technical issues, triage clinical questions, and collaborate internally to improve customer outcomes. ABA clinical knowledge (especially a BCBA or deep ABA experience) is a major advantage in this role, and helps us deliver support that truly understands our users. You thrive here if: 💙 You genuinely love helping people—with patience, warmth, and empathy ⚡ You stay organized while managing multiple priorities 🔍 You enjoy investigating issues and replicating them to find answers 🤝 You communicate clearly across email, phone, Slack, and Zoom 🚀 You adapt quickly and see change as momentum, not friction 🎓 You welcome feedback and continuously improve how you work 🫧 You understand role boundaries and escalate to Implementation/Customer Success when needed

Requirements

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

Nice To Haves

ABA industry experience, SaaS support, or technical troubleshooting

Responsibilities

Ticket Management & Resolution
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
JIRA Collaboration
Create well-documented bug tickets when engineering intervention is required
Partner with developers to clarify edge cases, reproduce issues, and support timeline follow-through
Live Customer Support
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
Cross-Functional Teamwork
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
Process & Documentation Improvements
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
Customer Voice → Product Feedback
Route feature requests and product suggestions to Canny
Ensure clinical product feedback reaches the right owners for review

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