{"id":3270940,"url":"https://alion.io/job/teambuilder-customer-support-specialist","title":"Customer Support Specialist","company":{"id":2308533,"name":"TeamBuilder","domain":"teambuilder.io","url":"https://alion.io/company/teambuilder","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":73000,"max":75000,"currency":"USD","period":"year","gross":null,"usd_annual":75000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-26T09:43:04Z","employer_posted_date":null,"last_verified_at":"2026-10-26T09:43:04Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"About TeamBuilder\n\nTeamBuilder 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.\n\nPosition Summary\nWe 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.\n\nThe 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.\n\nKey Responsibilities\nCustomer Support & Technical Assistance\nProvide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3.\n\nFully understand customer issues before responding, troubleshooting, or escalating.\n\nManage customer expectations and communicate clear, actionable resolutions.\n\nPrioritize and manage multiple concurrent requests while maintaininga high level of customer satisfaction.\n\nProvide technical support to both customers and internal teams.\n\nEscalate product, configuration, workflow, or implementation-related issues when appropriate.\n\nDocumentation & Knowledge Management\nCreate, maintain, and improve internal documentation, standard operating procedures, troubleshooting guides, and customer-facing knowledge base content.\n\nIdentify documentation gaps and proactively create resources to improve consistency and self-service.\n\nEnsure support processes, reference materials, and knowledge repositories remain organized and up to date.\n\nSupport Operations & Continuous Improvement\n\nAnalyze support trends and identify opportunities to reduce ticket volume and improve efficiency.\n\nDevelop and maintain Zendesk macros, templates, workflows, and automation tools while maintaining a personalized customer experience.\n\nRecommend and implement process improvements that enhance customer satisfaction and operational effectiveness.\n\nSupport KPI reporting, CSAT initiatives, and ongoing support performance analysis.\n\nContribute to the development of a scalable support function that serves both customers and internal teams.\n\nCustomer Experience & Cross-Functional Collaboration\n\nTailor support approaches based on customer health, business priorities, and account context.\n\nPartner closely with Customer Success, Implementation, Product, and Engineering teams to ensure alignment and issue resolution.\n\nAct as a customer advocate by communicating feedback, recurring issues, and enhancement opportunities.\n\nSupport onboarding, training, and adoption efforts when needed.\n\nQualificationsRequired\n3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role.\n\nExperience in a SaaS environment.\n\nStrong troubleshooting, problem-solving, and organizational skills.\n\nDemonstrated experience creating documentation, knowledge base content, or operational processes.\n\nExcellent written, verbal, and active listening skills.\n\nAbility to manage competing priorities in a fast-paced, remote environment.\n\nAbility to build strong working relationships across teams and organizational levels.\n\nPreferred\nExperience in a support lead, team lead, or senior support capacity.\n\nFamiliarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics.\n\nExperience using Zendesk, including workflows, automation, reporting, and administration.\n\nExperience supporting healthcare technology, workforce management, scheduling, or operations-focused software.\n\nExposure to onboarding, implementation support, technical configuration, or product training.\n\nBachelor's degree or equivalent experience; relevant certifications are a plus.\n\nSuccessful candidates will:\nDeliver exceptional customer experiences.\n\nImprove the quality and scalability of TeamBuilder's support organization.\n\nReduce recurring support requests through effective documentation and process improvement.\n\nStrengthen collaboration between Support, Customer Success, Implementation, Product, and Engineering.\n\nHelp create a more self-sufficient support function that enables other teams to focus on their highest-value work.\n\nAdditional Information\nType: Full-Time, Exempt, Remote\n\nReporting Structure: Reports to the Customer Success Manager; no direct reports.\n\nCompensation: Competitive Target Salary $73-75k base salary plus performance-based bonus opportunity and equity eligibility.\n\nBenefits, Compensation, and Perks:  \n\nCompetitive salary plus annual performance bonus opportunity \n\nEquity opportunities for eligible roles \n\nRobust Medical, Dental, and Vision coverage options with 70% company contribution toward medical premiums (effective 1st of the month following your start date) \n\nHealth Savings Account (HSA) eligible plan options \n\n401(k) with 3% company match \n\n15 days of PTO plus company holidays \n\nFully remote work environment (minimal travel required) \n\nEmployee Assistance Program (EAP) \n\nTech & wellness reimbursements, home-office set-up, annual company off-site, and a passionate and balanced work environment. \n\nIf 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. \n\nOriginally posted on Himalayas","description_format":"text","description_chars":5885,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hospital Operations Software","Scheduling & Booking Software"],"lifecycle":[{"event":"open","at":"2026-10-26T11:28:30Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":252500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring 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