Note: The job is a remote job and is open to candidates in USA. Codes Health is building an AI-powered platform for modern medical record retrieval. The Customer Support Specialist will manage inbound customer communications, resolve support issues within SLAs, escalate technical problems, maintain accurate account records, and help develop support processes for key accounts.
Responsibilities
- Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard tickets
- Triage and resolve the majority of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiries
- Recognize and escalate technical issues (portal bugs, access issues, submission errors, document retrieval errors) to the right owner, and keep the customer updated while it's being worked
- Hit SLA targets consistently and flag early when a ticket, account, or theme is at risk of missing one
- Keep tickets and account notes clean and well-documented so account health, complaint themes, and volume patterns are easy to roll up
- Surface recurring issues or customer feedback themes to the Support Lead to feed into the monthly VoC review
- Follow (and help refine) escalation paths for technical issues, complaints, and collections questions
Skills
- 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 — you don't need heavy oversight to hit response and resolution targets, and can be trusted with our highest-touch key accounts
- Clear, warm written communication — you can de-escalate a frustrated customer over email without losing empathy or speed
- Strong attention to detail; you don't let things slip between email, portal, and phone channels
- Comfortable with ambiguity and manual process — we're early-stage, so not everything is documented yet, and you're willing to help build it as you go
- Experience with ticketing systems (Pylon, or similar)
- Legal services, healthcare, or document workflow background a plus
Company Overview