About the role
About TeamBuilder
TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare through innovative workforce management technology. We are a collaborative, entrepreneurial team with an ownership mindset, committed to delivering exceptional customer experiences and helping healthcare organizations operate more effectively.
Position Summary
We are seeking a client-focused Customer Support Representative (Coordinator or Analyst) to help customers achieve their business goals and maximize the value of TeamBuilder’s platform. This elevated support role combines day-to-day ticket resolution with cross-functional collaboration across Customer Success, Implementation, Product, Engineering, and Operations to resolve issues and support both customers and internal stakeholders.
The ideal candidate is customer-focused, highly organized, technically curious, and proactive about improving processes, documentation, training resources, and support workflows. Success extends beyond resolving individual tickets to strengthening support efficiency, self-service adoption, customer satisfaction, and the overall scalability of the support organization.
Key Responsibilities
Customer Support & Technical Assistance
* Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3.
* Fully understand customer issues before responding, troubleshooting, or escalating.
* Manage customer expectations and communicate clear, actionable resolutions.
* Prioritize and manage multiple concurrent requests while maintaininga high level of customer satisfaction.
* Provide technical support to both customers and internal teams.
* Escalate product, configuration, workflow, or implementation-related issues when appropriate.
Documentation & Knowledge Management
* Create, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.
* Identify documentation gaps and proactively create resources to improve consistency and self-service.
* Ensure support processes, reference materials, and knowledge repositories remain organized and up to date.
Support Operations & Continuous Improvement
* Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency.
* Develop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.
* Recommend and implement process improvements that enhance customer satisfaction and operational effectiveness.
* Support KPI reporting, CSAT initiatives, and ongoing support performance analysis.
* Contribute to the development of a scalable support function that serves both customers and internal teams.
Customer Experience & Cross-Functional Collaboration
* Tailor support approaches based on customer health, business priorities, and account context.
* Partner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.
* Act as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.
* Support onboarding, training, and adoption efforts when needed.
QualificationsRequired
* 3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.
* Experience in a SaaS environment.
* Strong troubleshooting, problem-solving, and organizational skills.
* Demonstrated experience creating documentation, knowledge base content, or operational processes.
* Excellent written, verbal, and active listening skills.
* Ability to manage competing priorities in a fast-paced, remote environment.
* Ability to build strong working relationships across teams and organizational levels.
Preferred
* Experience in a support lead, team lead, or senior support capacity.
* Familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.
* Experience using Zendesk, including workflows, automation, reporting, and administration.
* Experience supporting healthcare technology, workforce management, scheduling, or operations-focused software.
* Exposure to onboarding, implementation support, technical configuration, or product training.
* Bachelor's degree or equivalent experience; relevant certifications are a plus.
Successful candidates will:
* Deliver exceptional customer experiences.
* Improve the quality and scalability of TeamBuilder's support organization.
* Reduce recurring support requests through effective documentation and process improvement.
* Strengthen collaboration between Support, Customer Success, Implementation, Product, and Engineering.
* Help create a more self-sufficient support function that enables other teams to focus on their highest-value work.
Additional Information
* Type: Full-Time, Exempt, Remote
* Reporting Structure: Reports to the Customer Success Manager; no direct reports.
* Compensation: Competitive Target Salary $73-75k base salary plus performance-based bonus opportunity and equity eligibility.
* Benefits, Compensation, and Perks:
* Competitive salary plus annual performance bonus opportunity
* Equity opportunities for eligible roles
* Robust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums (effective 1st of the month following your start date)
* Health Savings Account (HSA) eligible plan options
* 401(k) with 3% company match
* 15 days of PTO plus company holidays
* Fully remote work environment (minimal travel required)
* Employee Assistance Program (EAP)
* Tech & wellness reimbursements, home-office set-up, annual company off-site, and a passionate and balanced work environment.
If you're looking for a place where your work matters, your ideas are heard, and your impact is visible, we'd love to meet you.
Originally posted on Himalayas