About You

As our Customer Support Specialist, you will be the first point of contact for our customers, helping them get the most out of our platform every day. You will manage support chats, billing and subscription enquiries, and coordinate data imports for small businesses, all while building strong product knowledge to resolve issues quickly and confidently. Beyond day to day support, you will act as a key link between customers and our internal teams, surfacing trends and insights that help us continuously improve our product and processes.

What you'll do

• Act as the first point of contact for customers, delivering timely, accurate, and high quality support across core channels (primarily chat), in line with defined SLAs.
• Manage a high volume of customer enquiries, including general support, billing, and subscription queries, ensuring clear resolution and a positive customer experience.
• Provide first level technical and account support for the platform, troubleshooting issues efficiently and escalating complex cases where required.
• Coordinate and support data imports for small sized businesses (e.g. 1-4 practitioners), including collecting required information, validating data, and ensuring smooth execution.
• Develop and maintain strong product knowledge to confidently support customers, resolve issues, and guide best practice usage of the platform.
• Communicate clearly and professionally with customers, setting accurate expectations on timelines, outcomes, and platform capabilities.
• Apply structured problem solving and triage to determine the appropriate resolution path, balancing speed, accuracy, and customer impact.
• Contribute to achieving and exceeding key support metrics, including SLA adherence, resolution times, and customer satisfaction.
• Identify recurring issues, customer pain points, and process inefficiencies, and provide actionable feedback to Product, Engineering, and Customer Success teams.
• Collaborate closely with internal teams to support issue resolution, improve workflows, and enhance the overall customer experience.
• Support the management and resolution of critical issues (e.g. system incidents or high impact cases), ensuring clear communication and minimal disruption to customers.
• Contribute to the continuous improvement of support processes, documentation, and internal workflows to increase efficiency and scalability.
• Participate in regular team cadences (e.g. huddles, reviews) to share insights, align on priorities, and drive ongoing improvements.