Customer Support Representative

Department: Customer Support Reports to: Manager, Customer Support Location: Schaumburg, IL, Hybrid, Remote Type: Full-time About Scriptly Scriptly is a pharmacy management SaaS platform that pharmacies rely on every day to serve their patients. For our customers, great support isn't a nice-to-have. It's part of the product. The pharmacists and technicians who use Scriptly want fast, friendly, knowledgeable help from people who understand their world, and delivering that experience is one of the most important things we do. We're a focused, fast-moving company where every role has real ownership and a direct line of sight to customer outcomes. About the Role We're looking for a Customer Support Representative who genuinely enjoys helping people and takes pride in leaving every customer better off than before they reached out. You'll be a frontline point of contact for the pharmacies that use Scriptly, answering questions, solving problems, and building the kind of trusted relationships that keep customers with us for the long haul. This is a hands-on, customer-facing role reporting to our Manager, Customer Support. You'll work alongside a small, close-knit team where your contributions are visible and your growth is supported. The role includes participation in a shared on-call rotation so our customers can reach a knowledgeable person when they need one, including outside of standard hours. What You'll Do Deliver Great Customer Experiences - Respond to customer questions and requests across channels (phone, email, chat, and ticketing) with warmth, clarity, and a genuine desire to help. - Take ownership of each interaction from first contact to resolution, keeping customers informed and confident along the way. - Look for opportunities to go beyond the question asked, sharing tips and best practices that help pharmacies get more out of Scriptly. - Build friendly, trusting relationships with the pharmacists and technicians you work with, so they're always glad to hear from you. Solve Problems and Get to the Root Cause - Troubleshoot and resolve product questions and technical issues, escalating to senior team members or Engineering when needed. - Document issues clearly and thoroughly so they can be resolved quickly and tracked to completion. - Follow up to make sure problems are fully resolved and the customer is satisfied with the outcome. Support the Team and the Product - Contribute to and improve the knowledge base and help articles so customers can find answers on their own. - Share recurring questions, friction points, and feature requests with your manager and the wider team so we keep improving. - Participate in a fair, shared on-call rotation, handling time-sensitive customer needs with the same care and clarity as any other interaction. - Meet response- and resolution-time targets while keeping quality and customer satisfaction front and center. What You Bring Required - 1+ years in a customer support, customer service, help desk, or similar customer-facing role. - A real passion for helping people and a positive, patient, service-minded attitude. - Strong written and verbal communication, with the ability to explain solutions clearly and warmly to non-technical users.- Solid troubleshooting instincts and comfort learning new software quickly. - Reliability and good judgment, including a willingness to participate in a shared on-call rotation. - Comfort working in a hybrid schedule with three days per week in our Schaumburg, IL office. Preferred - Experience supporting a B2B SaaS product. - Experience in healthcare, pharmacy, or another environment where understanding the customer's daily work makes support meaningfully better. - Familiarity with support and ticketing platforms (e.g., Zendesk, Freshdesk, Intercom, or Jira Service Management). - Awareness of HIPAA and the careful handling of sensitive/PHI data. What Success Looks Like (First 3–6 Months) - Customers consistently describe their interactions with you as helpful, friendly, and effective, reflected in strong CSAT. - You've built a solid working knowledge of the Scriptly platform and can resolve most questions independently. - You're contributing to the knowledge base and helping the team improve how we support customers. - You're a dependable, positive presence on the team and in the on-call rotation. Scriptly (CP Hub LLC) is an equal opportunity employer. We're committed to building a team that reflects a range of backgrounds and perspectives, and we do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.