Customer Support Specialist
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Job Description
Customer Support Specialist managing key-account tickets for Codes Health’s AI medical record retrieval platform. Meeting SLAs, resolving inquiries, and escalating technical issues.
Responsibilities:
- Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone
- Provide first response within 2 business hours and resolve standard tickets within 24–48 hours
- Triage and resolve most inbound tickets without escalation, including record status, document delivery, billing, and how-to inquiries
- Recognize and escalate technical issues such as portal bugs, access issues, submission errors, and document retrieval errors
- Keep customers updated while technical issues are being resolved
- Consistently meet SLA targets and flag tickets, accounts, or themes at risk of missing SLAs
- Maintain clean, well-documented tickets and account notes
- Surface recurring issues and customer feedback themes to the Support Lead for monthly Voice of Customer review
- Follow and help refine escalation paths for technical issues, complaints, and collections questions
- Track technical and engineering issues accurately in Linear
- Support Codes Health's mission to automate medical record retrieval using AI
Requirements:
- 3–5 years of B2B customer support experience, ideally in SaaS, with a track record of owning a complex or high-volume queue
- Comfortable owning a queue independently at senior scope, without heavy oversight, while meeting response and resolution targets
- Clear, warm written communication and ability to de-escalate frustrated customers over email
- Strong attention to detail across email, portal, and phone channels
- Comfortable with ambiguity and manual processes in an early-stage environment
- Experience with ticketing systems such as Pylon or similar is a plus
- Legal services, healthcare, or document workflow background is a plus
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