Senior Customer Support Specialist

Radicle Health acquires, invests, and operates mission critical human services software (SaaS) companies. We believe that human services agencies and the people they serve deserve functional, modern, and easy-to-use software. And we believe we’re the ones to build it. Radicle Health is backed by Alpine Software Group (ASG), a leading private equity investor in vertical SaaS businesses.

As a Senior Customer Support Specialist at Radicle Health, you will play a critical role in delivering exceptional customer service while managing complex technical issues and escalations. You will act as a mentor to junior support specialists, lead process improvements, and ensure the highest standards of customer satisfaction. This role collaborates closely with cross-functional teams, including Product and Engineering, to enhance support efficiency and improve the overall customer experience. Your expertise in troubleshooting, workflow optimization, and knowledge sharing will be key in driving success for both customers and the support team.

In This Role, You Will:

• Serve as an escalation point for advanced technical inquiries, leveraging SQL and debugging skills to analyze root causes and develop effective solutions.
• Lead initiatives to improve support workflows, ensuring efficient ticket resolution and achieving benchmark metrics, including response times and customer satisfaction scores.
• Guide junior support specialists by sharing best practices, conducting training sessions, and fostering a culture of continuous learning.
• Develop and maintain internal documentation, collaborating with Product teams to integrate guides into platforms like Pendo and keep Zendesk resources up to date.
• Proactively analyze customer trends, provide actionable insights, and contribute to strategic initiatives that enhance overall service quality.

Qualifications:

• 5+ years of experience in technical customer support or a related role.
• Proven expertise in SQL for troubleshooting and data analysis.
• Ability to read and interpret code (C# preferred) to diagnose system issues.
• Strong problem-solving, leadership, and communication skills.
• Experience using Zendesk or similar support platforms.
• Track record of mentoring and supporting team members in a fast-paced environment.
• Customer-focused mindset with the ability to drive improvements in service delivery.

Other Information:

• Compensation: $60,000-$75,000 USD
• Location: Remote
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.