Customer Support Specialist

Customer Support SpecialistTeam: Customer Experience | Location: Remote-Friendly / US | Type: Full-TimeAbout Codes HealthAt Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately.Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today.Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.About the RoleLaw firms run on deadlines, and every comment, task, or email from a customer is a small trust test — respond fast and clearly, and we keep that trust; let it sit, and we risk the case and the relationship. As our Customer Support Specialist, you'll be the person making sure nothing from our key accounts slips through the cracks. You'll work inbound tickets, comments, and emails across email, and portal, keeping every interaction inside the SLAs we've set. You will also be This is an execution-focused role: you're both helping build the playbook from scratch, and pressure-testing every day to flag where it needs to flex and evolve.What You'll OwnManage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard ticketsTriage and resolve the majority of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiriesRecognize and escalate technical issues (portal bugs, access issues, submission errors, document retrieval errors) to the right owner, and keep the customer updated while it's being workedHit SLA targets consistently and flag early when a ticket, account, or theme is at risk of missing oneKeep tickets and account notes clean and well-documented so account health, complaint themes, and volume patterns are easy to roll upSurface recurring issues or customer feedback themes to the Support Lead to feed into the monthly VoC reviewFollow (and help refine) escalation paths for technical issues, complaints, and collections questionsWhat We're Looking For3–5 years of B2B customer support experience, ideally in SaaS, with a track record of owning a complex or high-volume queueComfortable owning a queue independently at senior scope — you don't need heavy oversight to hit response and resolution targets, and can be trusted with our highest-touch key accountsClear, warm written communication — you can de-escalate a frustrated customer over email without losing empathy or speedStrong attention to detail; you don't let things slip between email, portal, and phone channelsComfortable with ambiguity and manual process — we're early-stage, so not everything is documented yet, and you're willing to help build it as you goExperience with ticketing systems (Pylon, or similar) a plusLegal services, healthcare, or document workflow background a plusSuccess MetricsFirst Response Time: < 2 business hours for all inbound tickets during business hoursResolution Time: Standard tickets resolved or workaround provided within 24–48 hoursSLA Adherence: Consistent adherence across comments, tasks, and emails for key accountsComplaint Logging: 100% of complaints and feedback logged, no unresolved items outside processEscalation Accuracy: Technical/engineering issues correctly flagged and tracked in LinearCSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions