Customer Support Specialist

Healthcare documentation is broken. Nestmed is fixing it with an AI platform that gives clinicians their time back.In just one year, we’ve scaled to support tens of thousands of clinicians across more than a million patient visits. We're now the trusted partner for over 60 home health agencies, including 7 of the top 10 enterprises in the US.Our founding team—hailing from Stanford, YC, Google, and Meta—is backed by the founders of PayPal and Plaid to build the essential infrastructure for the future of the $500B home healthcare industry.Customer Support SpecialistLocation: Remote (U.S. PST or Central time zone)Type: Full-timeTeam: Customer ExperienceCompensation: $60,000 - $100,000 + Great health benefits - healthcare, dental, and visionWhat You’ll DoServe as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolutionTriage and categorize inbound tickets to improve internal response speed and clarityTranslate user feedback into actionable insights to improve product usabilityCollaborate closely with Customer Success to ensure a consistent and proactive support experienceWhat You Bring3+ years of experience in customer support or client-facing roles, ideally in a healthtech or healthcare SaaS companyFamiliarity with ZendeskDeep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you’ve worked with intake, charting, or QA)Excellent written and verbal communication skills- you can simplify technical topics for non-technical usersStrong organizational habits and proactive follow-up instinctsComfort with fast-changing environments and a bias toward actionBonus Points ForKnowledge of HIPAA compliance, security protocols, and protected health information (PHI)Experience supporting an AI or voice-based productBased in ET or CT time zonesWhy NestmedMission-driven company improving healthcare documentation at scaleEarly-stage team with huge ownership opportunitiesFast-growing customer base and real-world impactWork closely with product and engineering teams to shape the user experienceRemote opportunity, collaborative culture, and meaningful workInterview ProcessInitial Phone ScreenHiring Manager CallTake Home AssessmentFinal Round + Virtual Meet and Greet! if you don't fit all the requirements, please feel free to apply anyways! If you’re passionate about building high-impact products that solve real-world problems, we’d love to hear from you. Apply today!

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