Customer Support Specialist

Clerri•Austin, TX

18h

About The Position

At Clerri, we’re a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. Simply put, we bring care closer. Backed by a smart platform and a thoughtful team, we deliver the most trusted solution in the market. As a Tier 1 Support Specialist, you will be the first point of contact for patients and practices, handling all inbound requests across phone, email, chat, and other support channels. You’ll play a key role in ensuring customers receive timely, clear, and professional assistance. The ideal candidate has strong communication skills, thrives on problem-solving, and is genuinely committed to helping others.

Requirements

PASSIONATE! (Seriously, you must LOVE what you do!)
1+ year of experience in an operational or support-driven role.
Process-oriented, curious, and eager to learn.
Organized, dependable, accountable, and coachable.
Able to think creatively and problem-solve when prior experience doesn’t offer a clear solution.
Comfortable following direction, but also self-directed in moments where guidance isn’t available and able to collaborate with teammates to keep work moving forward.
You acknowledge and understand our SLAs and KPIs while maintaining focus on service quality, speed, and customer satisfaction.
Familiarity with ticketing and CRM tools (e.g., Zendesk, Salesforce, or similar platforms), as well as phone or communication systems.
You are legally authorized to work permanently in the US without employer sponsorship

Nice To Haves

bilingual and fluent in Spanish
You’re a self-starter with the ability to “figure it out” but not afraid to ask questions.
You’re energized by ambitious goals and love pushing the boundaries of what’s possible.
You consistently deliver reliable, empathetic support across all channels while maintaining SLAs and creating positive member and provider experiences.
You take initiative beyond ticket resolution, spotting patterns, contributing to documentation, and sharing feedback that strengthens the team.
You show self-leadership by being dependable, coachable, and supportive of your peers, helping elevate service quality for both members and colleagues.
You like to test, tweak, and try again. At Clerri we’re all about failing fast and learning faster.
You believe in delivering real value, not just checking boxes.
You are no stranger to playing hard and working harder while treating others with respect and dignity.

Responsibilities

Respond to support inquiries across all inbound channels (phone, email, chat, and future platforms as introduced).
Adhere to established SLAs for all support channels.
Track member-related support issues and assist in trend analysis.
Proactively engage with members and partners to ensure they are utilizing and renewing their membership.
Communicate effectively with members to create a professional and memorable experience at every touch point of the brand.
Deliver excellent customer support to members and partners, ensuring a resolution is achieved for every contact.
Contribute to improving internal wiki and knowledge base documentation as requested.
Review self-performance and provide feedback based on outcomes with management.
Participate in process improvement initiatives for the betterment of the department.
Ensure compliance with all company and regulatory requirements set forth for support.