Customer Success Specialist - Tech Support

Who We're Looking For:LeadingReach is looking for a proactive Customer Success Specialist – Tech Support to help our customers succeed with the LeadingReach platform.In this role, you’ll support both new and existing users, helping them overcome challenges, resolve issues, and get the most out of our technology.You’ll collaborate closely with our Customer Success and Network Management teams to ensure customers reach their goals while feeling confident using our tools. As a trusted product expert, you’ll handle support tickets, troubleshoot issues, and partner with QA and Product to advocate for customer needs.If you love solving problems, thrive in a fast-paced environment, and enjoy helping people adopt new technology, we’d love to meet you.Location: Fully remote position, with a strong preference for candidates located in or around Austin, TX, or on the East Coast to best support our client base.Starting Salary: $50,000 (commensurate with experience and location)Who We Are:LeadingReach is a health-tech SaaS provider on a mission to change the way healthcare manages patient care.Based in Austin, Texas, LeadingReach is a HIPAA-secure, web-based platform that connects healthcare providers together on the LeadingReach Network enabling them to refer patients, share clinical documentation, and communicate digitally, reducing the need for faxes and phone calls between providers.What You Will Do:Handle customer support tickets, chats, and calls in a timely, professional manner (bonus if you’ve worked with in-product chat tools!)Maintain accurate, up-to-date activity, contact, and account information in our CRM (Zoho experience a plus)Partner with our Network Management team to ensure clear communication and quick resolutionsServe as the voice of the customer — identify trends, share feedback, and collaborate with QA and Product to resolve bugs and improve user experienceMonitor and manage tickets to meet SLA targets and deliver an exceptional support experienceOccasionally provide after-hours chat or phone support as neededWork independently and collaboratively to solve problems, take initiative, and continuously grow product expertise.Develop a deep understanding of the LeadingReach platform to guide customers toward the most relevant features and best practicesPerform other related duties as assignedWhat You Need:Minimum Requirements & Skills:Bachelor’s degree preferred, or equivalent work experience2+ years in a customer success, technical support, or service role (SaaS experience strongly preferred)Experience in healthcare technology or HIPAA-regulated environments is a plusStrong communication skills — clear, empathetic, and professional in both written and verbal interactionsTech-savvy with working knowledge of Zoho CRM, Google Workspace, Microsoft Office, and both Mac/Windows systemsStrong attention to detail and organization to manage multiple requests while meeting SLA targetsAbility to handle and document sensitive information with confidentialitySelf-starter who thrives in a fast-paced, team-oriented environment and takes initiative to solve problemsPrevious experience troubleshooting SaaS or product-related issues preferredReliable internet with a strong connection requiredWhat We OfferBenefits & Perks:Competitive starting salary of $50,000 annually, commensurate with experience100% Remote, must be based in the U.SStartup environment within a stable, industry-leading company20 days PTO, 6 paid mental health days, plus paid holidaysCompany-sponsored health, vision and dental benefitsMatching 401k with no vesting periodRemote work and cell phone stipendFlexible schedule that emphasizes a collaborative team synergy with personal accountabilityRegular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events