Customer Support Specialist

Job Description: Customer Support SpecialistDepartment: Customer ExperienceReports to: Head of Support CX (Manager, Customer Support)Role Type: Individual ContributorLocation: Remote (US-Based)Work Hours: EST or PST (flexible based on team coverage)Employment Type: Full-TimeOverviewAt Practice by Numbers, we’re redefining how dental and medical practices grow using next-generation software that blends data, automation, and AI. Our all-in-one platform helps providers optimize operations, improve patient engagement, and accelerate business growth.As a high-growth company, we operate without a playbook for everything. We value people with a founder’s mindset, strong ownership, and the ability to create clarity and structure in dynamic environments.Practice by Numbers is seeking a Customer Support Specialist to serve as the front-line owner of the post-launch customer experience. This role goes beyond reactive support; you will help customers resolve issues, build confidence in the platform, and continue realizing value after onboarding.In this role, you will support dental practices across the United States and Canada through multiple engagement channels, chat, email, and phone, ensuring consistent, high-quality experiences regardless of how customers choose to reach us.Why This Role MattersFor customers, support interactions define trust.For the business, retention is defined.Customer Support Specialists at PbN play a direct role in customer satisfaction, product adoption, and churn prevention. Every interaction — whether via chat, email, or phone — shapes how customers perceive the product, the company, and their long-term partnership with PbN.This role ensures customers feel heard, supported, and empowered, especially during critical post-launch moments, and helps translate customer issues into insights that continuously improve the overall experience.Key Responsibilities Customer Issue OwnershipServe as a primary support contact for customers post-launch across chat, email, and phoneSupport dental practices across the U.S. and Canada, adjusting communication style based on urgency and channelOwn customer issues from initial intake through resolution, regardless of entry pointEnsure timely, accurate, and empathetic responsesMaintain accountability for follow-through and closure Post-Launch Support & StabilizationSupport customers through early post-launch usage and stabilizationProvide real-time guidance via chat and phone, and structured follow-ups via emailHelp customers navigate workflows, configurations, and common use casesIdentify early signals of friction or adoption risk Product Knowledge & EnablementBuild deep working knowledge of PbN products, features, and workflowsStay current on releases, updates, and known issuesGuide customers toward best practices aligned with their goals Issue Resolution & EscalationTroubleshoot and resolve functional or technical issues efficientlyEscalate complex issues to Engineering, Product, or specialized teams with proper contextCommunicate progress, expectations, and resolution clearly across all channels Feedback & Continuous ImprovementCapture customer feedback, trends, and recurring issuesShare actionable insights with Product and CX leadershipContribute to improving documentation, workflows, and self-service resources Tools, Documentation & Process DisciplineMaintain accurate records in support systems (e.g., Intercom, HubSpot Service Hub) across chat, email, and phone interactionsDocument resolutions, call summaries, and recurring patternsFollow and help refine SLAs, escalation paths, and response standardsSuccess Metrics (KPIs)First-response time SLA across chat, email, and phoneResolution time SLA by issue severityCustomer satisfaction scores (CSAT)CX quality score based on internal and customer-facing evaluationsReduction in repeat issues and escalationsContribution to churn prevention and customer confidenceWhat Success Looks Like≥ X% CSAT score consistently across chat, email, and phone interactions≥ Y% CX quality score, based on internal QA and customer feedbackResponse SLA met or exceeded across all channels (chat, email, phone)Resolution SLA met or exceeded based on issue priority and severityCustomers report feeling supported, informed, and confident after interactionsSupport insights contribute meaningfully to product and CX improvementsQualificationsRequired2+ years of experience in Customer Support or Customer Experience within a SaaS or technology companyStrong written and verbal communication skillsProven ability to troubleshoot, problem-solve, and work independentlyComfort managing multiple priorities in fast-paced environmentsExperience with support tools such as Intercom, HubSpot Service Hub, or similarWillingness to work EST or PST hours to support U.S. and Canadian customersPreferredExperience supporting SaaS products used by dental or healthcare practicesFamiliarity with dental software ecosystems (Dentrix, Eaglesoft, Open Dental, cloud PMS platforms)Understanding of SMB or practice-level workflowsExperience in high-growth or startup environmentsCompensation & BenefitsCompetitive base salary commensurate with experienceMedical, dental, and vision coverage401(k) with company matchDirect collaboration with company leadership on organization design, scaling strategy, and growth initiativesBudget : $50,000 to $57,000CompensationThe base pay range for this role is $50,000 – $57,000 per year.