Support Representative

Support Representative – Clinically AI

Location: Hybrid – San Diego | Type: Full-Time | Team: Support

Compensation: $60K–$90K

Role Overview

We are seeking a highly capable Support Representative who can operate at the intersection of customer experience, technical troubleshooting, and cross-functional collaboration. This role is not a traditional call-center position, it requires strong communication, fast thinking, and the ability to engage effectively with everyone from end users to executive stakeholders.

The ideal candidate is composed, adaptable, and empathetic, with the ability to build trust quickly while maintaining efficiency. This individual will serve as a critical extension of the support function; helping scale operations while maintaining a high standard of professionalism and care.

Core Responsibilities

1. Professional, Adaptive Communication

Communicate clearly and confidently with a wide range of stakeholders, including:

• C-level executives
• Clinical directors and program leaders
• IT teams and administrators
• End users (clinicians and staff)
• Adjust tone and depth based on audience; concise and strategic with leadership, more guided and supportive with end users
• Maintain a high level of professionalism in all written and verbal communication

2. Empathetic, Solution-Oriented Support

• Lead with empathy while maintaining efficiency
• De-escalate frustrated users and guide conversations toward resolution
• Build trust quickly without overpromising

3. Fast-Paced Troubleshooting & Critical Thinking

Diagnose and resolve technical issues across:

• Browser and Chrome extension performance
• Microphone and audio input issues
• Audio capture and transcription behavior
• Application logic and output inconsistencies
• Think critically through problems, even with incomplete information
• Handle multiple issues simultaneously while maintaining attention to detail

4. Ownership & Accountability

• Take full ownership of support requests from intake through resolution
• Ensure consistent follow-up, even when issues require escalation
• Prevent tickets from falling through the cracks by maintaining strong organizational habits

5. Time Management & Prioritization

• Prioritize incoming requests based on urgency, impact, and customer profile
• Balance responsiveness with quality and accuracy
• Effectively manage multiple conversations and tasks in parallel

6. Cross-Functional Communication (Bridge Role)

• Translate user-reported issues into clear, structured feedback for engineering teams

Collaborate with:

• Developers (bug escalation, reproduction steps)
• Client Success Managers (training, workflow optimization)
• Act as a reliable intermediary between technical and non-technical stakeholders

7. Rapid Learning & Process Adaptation

• Quickly learn and apply new product features, updates, and internal processes
• Adapt to evolving workflows with minimal oversight
• Incorporate feedback quickly to improve performance

8. Structured Escalation & Documentation

• Escalate issues with clean, reproducible steps and relevant context
• Maintain accurate and organized ticket documentation
• Identify patterns across tickets and flag recurring issues

9. Tools & Systems Management

• Utilize support platforms (e.g., HubSpot, Pylon, Jira,) to manage and track tickets
• Maintain accurate data within CRM and support systems
• Ensure visibility and traceability of all customer interactions

10. Customer Education & Enablement

• Educate users on best practices to improve outcomes and reduce repeat issues
• Guide users toward more efficient workflows within the platform
• Support long-term success, not just immediate issue resolution

11. Proactive Support & Continuous Improvement

• Identify recurring issues and recommend improvements to product, documentation, or workflows
• Contribute to reducing inbound support volume through proactive solutions
• Provide structured feedback to product and engineering teams

12. Performance & Quality Standards

• Meet or exceed expectations for response time, resolution time, and customer satisfaction
• Maintain consistency in tone, accuracy, and quality across all interactions
• Balance speed with a high standard of care and professionalism

What Success Looks Like

• Customers feel heard, supported, and confident in the platform
• Leadership and clients view support as professional, composed, and reliable
• Engineering receives clear, actionable, and structured feedback
• Support operations scale efficiently without sacrificing quality

Ideal Candidate Profile

• Strong communicator with the ability to adapt across audiences
• Technically curious with solid problem-solving skills
• Empathetic but efficient in handling customer interactions
• Organized, accountable, and able to manage multiple priorities
• Comfortable working in a fast-paced, evolving environment

Summary

This role is designed to complement a high-touch, client-facing support function by adding structure, speed, and operational strength. The right candidate will not only resolve issues but will also contribute to improving the overall support experience and product quality over time.