CarePortals is building the backbone of direct-to-consumer telehealth. Our mission is to help digital health brands launch fast, stay compliant, and scale with confidence. Our platform connects E-commerce, EHR, and CRM, and fulfillment into one seamless system—powering everything from online care stores to telehealth prescriptions. Think of us as Shopify meets healthcare infrastructure!
About The Role
We're looking for a Customer Support Specialist to join our team and serve as the first line of support for our clients—helping them navigate the CarePortals platform with confidence. You'll be the go-to resource for customer questions, technical troubleshooting, and platform onboarding.
This role requires a blend of customer service excellence, technical problem-solving, and product knowledge. You'll work closely with founders, operators, and care teams at some of the most innovative digital health companies, ensuring they have a seamless experience from day one.
What You’ll Do
- Provide timely, professional support across multiple channels (email, Slack, and ticketing system)
- Guide new customers through platform onboarding, setup, and initial configurations
- Troubleshoot technical issues and collaborate with engineering when escalation is needed
- Create and maintain help documentation, FAQs, and knowledge base articles
- Identify customer pain points and communicate feedback to product and engineering teams
- Conduct platform training sessions and webinars for customer teams
- Monitor support metrics and work to improve response times and resolution rates
- Assist with basic API questions and integration support
What We’re Looking For
- 3+ years of experience in customer support in SaaS or technical support
- Strong written and verbal communication skills with the ability to explain technical concepts clearly
- Basic technical proficiency: Comfortable with APIs, troubleshooting software issues, and learning new platforms quickly
- Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)
- Exceptional problem-solving skills and attention to detail
- Ability to manage multiple customer conversations while maintaining quality
- Patient, empathetic approach to customer interactions
- Self-motivated and comfortable working in a fast-paced startup environment
Nice-to-Haves
- Basic understanding of EHR/EMR systems
- Experience with e-commerce or marketplace platforms
- Knowledge of HTML/CSS or basic scripting for advanced troubleshooting
- Experience creating video tutorials or conducting customer training
- Background in healthcare operations or digital health
Why You’ll Love It Here
- Early Ownership: Help shape a product and platform from the ground up
- Remote Flexibility: Work from anywhere, async-first
- Startup Impact: Join a lean team where your work directly drives business growth
- Mission-Driven: You’ll be helping build technology that powers access to better patient care
Ready to Build the Future of Telehealth?
We’re moving fast. If this sounds like your kind of challenge, apply now or reach out directly—we’d love to hear from you.