Customer Support Specialist

About Us

Akute is a fast-moving healthcare EMR startup on a mission to make healthcare more efficient, patient-focused, developer-friendly, and to democratize a data-driven approach to clinics of all sizes.

As a small team, we thrive on flexibility, problem-solving, and ownership of our work. If you’re someone who loves helping customers, is comfortable working independently, and can dig into technical details when needed, we’d love to meet you.

About the Role

We’re looking for a Customer Support Specialist to be the primary point of contact for our customers. You’ll handle support requests via email (and occasional video/phone calls), helping users navigate issues, answering their questions, and ensuring they feel heard and supported.

This role requires someone who is not only great at calming worried customers but also technically savvy enough to look into our database, run queries, and help troubleshoot issues before escalating them to engineering.

In addition, this role could transition into a Customer Success/Account Manager role as we scale. If you’re looking to get in a position to be more involved in proactive outreach to customers, this would be a great jumping-off point.

What You’ll Do

• Be the first line of support for customers, primarily via email (with some phone support as needed).
• Investigate customer issues by looking up data in our database and running queries.
• Document findings clearly for the engineering team when issues require development work.
• Help customers understand and troubleshoot common problems with our software.
• Proactively identify trends in support requests and suggest ways we can improve.
• Act as the voice of the customer internally, advocating for their needs.

What We’re Looking For

• Work around 20 hours a week during typical business hours

• Strong problem-solving skills - You can investigate an issue, break it down, and communicate clearly.
• Tech-savvy mindset - Comfortable looking at databases, running queries, and understanding how data flows.
• Great communicator - You know how to defuse tense situations and explain things in a clear, friendly way.
• Self-starter - We’re a small team with little formal structure. You’ll need to take initiative.
• Previous experience in support, customer service, or a technical role is a plus.
• Familiarity with healthcare, EMR/EHR software, or databases is a plus, but not required.

Reasons to Join the Akute Team

• Work at an early-stage startup where you can make a big impact.
• Be part of a mission-driven team improving healthcare.
• Flexible work environment with autonomy in how you approach problems.
• Fully remote with flexibility in how and where you work.
• You aspire to be involved in Customer Success/Account Management.

Interested?

Send us your resume and a quick note about why you’d be a great fit!

We’ll start with resume review. If there looks to be a good potential fit, we will have an initial 30 minute interview over Zoom.

Finally, we will send a sample list of common questions we get from customers that we’d like to see how you approach.