Medsender

Customer Support Specialist

Medsender

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat.
  • Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds.
  • Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority).
  • Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices.
  • Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution.
  • Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

Requirements

  • Excellent written communication and strong customer empathy—you can explain things clearly and calmly.
  • Strong attention to detail and a structured approach to problem-solving.
  • High ownership and follow-through: you take responsibility for driving issues to resolution.
  • Comfort learning new software quickly and adapting as the product evolves.
  • Prior customer-facing experience (support, operations, campus role, hospitality/retail, internships) is a plus, but we welcome exceptional new grads with evidence of grit, organization, and fast learning.
  • Comfort with basic technical concepts like APIs/webhooks, browser troubleshooting, or reading logs (not required).
  • Experience supporting a SaaS product, onboarding/training users, or working in healthcare workflows.
Benefits
  • Competitive compensation, benefits, and a flexible work environment
  • Clear growth paths over time into Support Ops, Customer Success, Implementations, or more technical support roles.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproblem-solvingdocumentationSaaS supportonboardingtrainingcustomer supportworkflow managementAPIwebhooks
Soft Skills
written communicationcustomer empathyattention to detailstructured approachownershipfollow-throughadaptabilityorganizationgritfast learning