Customer Support Specialist

Apricot Health • Oklahoma City, OK

36d • Hybrid

About The Position

The Customer Support Specialist (CSS) is the frontline of Apricot’s customer experience. You’re often the first human our customers interact with when something goes wrong — and how you show up matters. You’ll respond directly to customer questions and issues, help them get unstuck quickly, and make sure they feel heard along the way. But this role goes beyond ticket resolution. You’ll look for patterns, surface insights, and help improve how support works overall — especially as we grow and things change.

Requirements

• Customer-first mindset: You genuinely care about helping people and can balance empathy with clarity.
• Support-savvy: You’ve spent 2+ years in a customer-facing support role and know how to move quickly without a script.
• Strong judgment: You can assess an issue, gather context, and decide when to resolve, escalate, or investigate further.
• Comfort with ambiguity: You’re okay figuring things out as you go and don’t need a script for every scenario.
• Pattern spotter: You notice when the same questions or issues keep showing up — and you want to fix the root cause.
• Clear communicator: You can explain things simply and calmly, even when customers are frustrated.
• Feedback-friendly: You’re open to coaching, iterate on your work, and don’t take feedback personally.
• Team-oriented: You collaborate easily across teams and don’t think in terms of “that’s not my job.”
• Startup energy: You’re comfortable moving quickly, learning on the fly, and improving systems as you go.

Responsibilities

• Serve as the primary responder for customer support tickets via Zendesk (email and phone)
• Provide timely, clear, and empathetic responses to customer questions and issues
• Triage incoming issues, gathering relevant context and escalating to the appropriate team when needed
• Distinguish between configuration issues, product issues, training gaps, and user error
• Track issue status and ensure customers receive updates when issues are escalated
• Recommend updates to FAQs or knowledge base articles when patterns emerge
• Draft or suggest lightweight documentation to reduce repetitive questions
• Create and maintain support macros aligned with approved guidance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed