Customer Support (Tier II) Representative

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment.

We are looking for a  Customer Support Representative who is client-focused and enables our customers to achieve their business goals and maximize the value of TeamBuilder’s platform. You’ll be a vital part of our customer success team working closely with product and implementation experts to support the delivery of the product to our clients and responding to issues and concerns as they arise. 

Key Responsibilities 

• Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to up to 40-50 tickets per day. 

• Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business. 

• Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed. 

• Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools. 

• Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures. 

• Participate in shift coverage as required, ensuring client needs are met across time zones. 

Skills & Traits 

• Actively seek to learn, and become expert on TeamBuilder’s product to support product delivery and customer success; demonstrate precision in handling tasks and support requests. 

• Must have stamina and the ability to prioritize and manage multiple tasks and requests simultaneously in a fast-paced environment. 

• Collaborate cross-functionally and engage in inventive problem-solving. 

• Excellent active listening, written, and verbal communication abilities. 

• Ability to establish and maintain effective relationships with customers and colleagues at all levels. 

• Display a strong commitment to our mission, customer success, and delivering outstanding results. 

Qualifications 

• Ideally, 2-5 years of experience in technical customer service or a help desk role, preferably within a start-up SaaS environment. 

• Undergraduate degree preferred or equivalent work experience required. Relevant certifications are a plus. 

• Some experience with computer programming or a help-desk background answering live chats and emails is desirable.  Use of Zendesk is preferred. 

• Ability to work remotely across multiple time zones, with flexibility to shift hours based on client demand and location. 

Additional Information 

• Job Type: Full-time, Exempt

• Location: Remote, minimal travel (>20%)

• Compensation: Competitive and includes paid time off, medical benefits, and the potential for an annual performance bonus and equity.

• Culture: We foster a collaborative, mission-driven culture that values innovation and prioritizes customer success. 

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