Billing Tech Support Specialist

Role overview Help customers resolve questions about revenue cycle management and medical billing software through an email-based support channel. You’ll investigate issues, coordinate with internal teams when needed, and build product knowledge so customers can use the software effectively. The role also contributes feedback that can improve the product and the broader customer experience.

Responsibilities - Respond accurately and efficiently to customer billing and software questions using a help desk system. - Triage support requests, escalate issues to the right teams, and provide clear details to support resolution. - Help create, review, and prioritize tickets for engineering. - Build and maintain working knowledge of product features to handle a range of incoming questions. - Understand customer needs, support satisfaction and loyalty, and identify opportunities to improve product or service features. - Keep records and manage multiple requests while following support processes.

Requirements - At least three years of experience in customer-facing technical support or a similar role. - Medical billing experience and exposure to clinical development or medical billing operations, such as claims review, submission, or follow-up. - Strong analytical and troubleshooting skills, including the ability to test software scenarios and investigate issues. - Proactive, self-directed approach and ability to learn software independently. - Proficiency with Microsoft Excel and strong written and verbal communication. - Ability to manage several tasks, maintain records, prepare reports, and follow instructions.

Nice to have - Physical therapy billing experience is strongly preferred. - Experience at a startup or B2B software company, and familiarity with Zendesk or similar support tools.

Benefits and work setup - Remote or hybrid work, flexible paid time off, and potential equity for strong performance. - Medical, dental, and vision coverage; employer-paid disability and life insurance; and family and medical leave. - 401(k), flexible spending and commuter benefits, discounted pet insurance, and access to digital fitness and wellness content. - Sponsored team lunches; an on-site recovery space is also listed among the available perks.