Customer Support Representative (Tier I/II)

About TeamBuilder 

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare through innovative workforce management technology. We are a collaborative, entrepreneurial team with an ownership mindset, committed to delivering exceptional customer experiences and helping healthcare organizations operate more effectively. 

Position Summary 

 
We are seeking a client-focused Customer Support Representative (Coordinator or Analyst) to help customers achieve their business goals and maximize the value of TeamBuilder’s platform. This elevated support role combines day-to-day ticket resolution with cross-functional collaboration across Customer Success, Implementation, Product, Engineering, and Operations to resolve issues and support both customers and internal stakeholders. 

The ideal candidate is customer-focused, highly organized, technically curious, and proactive about improving processes, documentation, training resources, and support workflows. Success extends beyond resolving individual tickets to strengthening support efficiency, self-service adoption, customer satisfaction, and the overall scalability of the support organization. 

Key Responsibilities 

Customer Support & Technical Assistance 

• Provide high-quality, hands-on timely resolution of customer support requests ranging from Tier 1 through Tier 3. 

• Fully understand customer issues before responding, troubleshooting, or escalating. 

• Manage customer expectations and communicate clear, actionable resolutions. 

• Prioritize and manage multiple concurrent requests while maintaining a high level of customer satisfaction. 

• Provide technical support to both customers and internal teams. 

• Escalate product, configuration, workflow, or implementation-related issues when appropriate. 

Documentation & Knowledge Management 

• Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content. 

• Identify documentation gaps and proactively create resources to improve consistency and self-service. 

• Ensure support processes, reference materials, and knowledge repositories remain organized and up to date. 

Support Operations & Continuous Improvement 

• Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency. 

• Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience. 

• Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness. 

• Support KPI reporting, CSAT initiatives, and ongoing support performance analysis. 

• Contribute to the development of a scalable support function that serves both customers and internal teams. 

Customer Experience & Cross-Functional Collaboration 

• Tailor support approaches based on customer health, business priorities, and account context. 

• Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution. 

• Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities. 

• Support onboarding, training, and adoption efforts when needed. 

Qualifications Required 

• 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role. 

• Experience in a SaaS environment AND with EHR/EMR integration.

• Strong troubleshooting, problem-solving, and organizational skills. 

• Demonstrated experience creating documentation, knowledge base content, or operational processes. 

• Excellent written, verbal, and active listening skills. 

• Ability to manage competing priorities in a fast-paced, remote environment. 

• Ability to build strong working relationships across teams and organizational levels. 

Preferred 

• Experience in a support lead, team lead, or senior support capacity. 

• Familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics. 

• Experience using Zendesk, including workflows, automation, reporting, and administration. 

• Experience supporting healthcare technology, workforce management, scheduling, or operations-focused software. 

• Exposure to onboarding, implementation support, technical configuration, or product training. 

• Bachelor's degree or equivalent experience; relevant certifications are a plus. 

Successful candidates will: 

• Deliver exceptional customer experiences. 

• Improve the quality and scalability of TeamBuilder's support organization. 

• Reduce recurring support requests through effective documentation and process improvement. 

• Strengthen collaboration between Support, Customer Success, Implementation, Product, and Engineering. 

• Help create a more self-sufficient support function that enables other teams to focus on their highest-value work. 

Additional Information 

• Type: Full-Time, Exempt, Remote 

• Reporting Structure: Reports to the Customer Success Manager; no direct reports. 

• Compensation: Competitive Target Salary Range of $62-75k base salary plus performance-based bonus opportunity and equity eligibility. 

• Benefits, Compensation, and Perks:   

• Competitive salary plus annual performance bonus opportunity  

• Equity opportunities for eligible roles  

• Robust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums (effective 1st of the month following your start date)  

• Health Savings Account (HSA) eligible plan options  

• 401(k) with 3% company match  

• 15 days of PTO plus company holidays  

• Fully remote work environment (minimal travel required)  

• Employee Assistance Program (EAP)  

• Tech & wellness reimbursements, home-office set-up, annual company off-site, and a passionate and balanced work environment.  

If you're looking for a place where your work matters, your ideas are heard, and your impact is visible, we'd love to meet you.