Customer Support Specialist (San Francisco)

zHealth is a fast growing SaaS company. We use cutting edge technology to digitize wellness businesses. We are growing fast as we help simplify the practices of wellness offices around the US and are looking for our next set of team members to help us grow further!

*This role is 100% in office in San Francisco*

About The Position:

As a Customer Support Specialist, your responsibilities will include providing exceptional customer support, offering technical assistance, and ensuring customer satisfaction through phone, email, and chat. You will also play a key role in assisting customers with software usage related inquiries, troubleshooting product functionality, and helping users navigate different aspects of the software. Your ability to learn the nuances of insurance billing in the healthcare industry will be essential to your success in this role.

Who We Are Looking For:

Were looking for an experienced Customer Support Specialist with at least 2 years of SaaS support experience, ideally in healthcare or wellness tech. Bonus points if youve got experience with insurance billing or working with EHR systems. If you're passionate about customer success, thrive in a startup environment, and are energized by wearing multiple hats, youll fit right in.

Key Responsibilities:

• Provide support to customers via phone, chat, and email
• Troubleshoot technical issues and provide software guidance
• Respond to and resolve customer questions regarding insurance billing and payment workflows
• Assist with claim submissions, denials, and insurance verification questions
• Help customers understand billing reports, invoices, and reconciliation tools
• Train customers on zHealth software, including billing modules and features
• Collaborate with internal teams to escalate or resolve complex billing issues
• Proactively identify recurring problems and recommend solutions
• Ensure timely follow-up and resolution to maintain customer satisfaction

Qualifications:

• Minimum 2 years of Customer Support experience at a SaaS company
• Strong English communication skills (verbal and written)
• Direct experience supporting insurance billing, claim submission, or medical revenue cycle management is a plus
• Familiarity with EHR software and healthcare industry terminology is a plus
• Proficiency with CRM and support platforms like Zoho, Salesforce, Zendesk, or Hubspot
• Knowledge of Jira and SQL is a plus
• Strong analytical and troubleshooting skills
• Comfortable with multitasking and prioritizing tasks in a fast-paced environment
• Must be available to in the San Francisco office full time

Pay:

The On Target Earnings (OTE) for this position is $81,250 per year and comprises of Base Pay of $65,000 and a on target performance incentive of $16,250.

Attributes for Successful Candidates:

• Customer-focused with a proactive mindset
• Tech-savvy and eager to learn new tools
• Thrives in a collaborative, fast-paced team
• Able to maintain high levels of professionalism and empathy in customer interactions

Benefits & Perks:

• Health, Dental, and Vision Benefits
• 401K Match
• Stock Options
• 11 company holidays (including your birthday!)
• Paid time-off
• Company sponsored events and outings
• Amazing company culture and environment
• Opportunity to grow with a fast-scaling SaaS company