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.

The Customer Support Specialist at Radicle Health is responsible for delivering exceptional customer service by resolving inquiries and troubleshooting product issues. This role ensures customer satisfaction through effective communication and collaboration with cross-functional teams. By providing timely responses and high-quality resolutions, the Customer Support Specialist helps maintain a positive customer experience and contributes to continuous process improvements.

In This Role, You Will:

• Respond to customer inquiries via email and virtual meetings, troubleshoot technical issues, and escalate complex cases as needed.
• Communicate clearly and empathetically with customers while maintaining and updating the support knowledge base.
• Ensure customer-facing documentation reflects product updates and improve self-service resources for easier access.
• Work with internal teams to escalate feedback, contribute to product improvements, and assist Engineering with manual testing.
• Keep customers and teams informed on ongoing issues while tracking and analyzing common problems to suggest improvements.
• Participate in team meetings, stay updated on product changes and best practices, and support colleagues through knowledge sharing.

Qualifications:

• 3+ years in a customer support or technical support role, preferably in a SaaS or tech environment.
• Familiarity with troubleshooting technical issues and working with support ticketing systems.
• Strong verbal and written communication skills to effectively convey technical information to stakeholders.
• Ability to approach challenges with creativity and a solution-oriented mindset.
• Comfort working in a fast-paced, evolving environment with shifting priorities.
• A commitment to delivering significant value and an exceptional user experience.

Other Information:

• Compensation: $50,000-$65,000 USD
• Location: Remote
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.