Customer Support Specialist
Clerri is a leading Care Membership Platform for dental practices, dedicated to improving access to care and helping practices thrive. As a Tier 1 Support Specialist, you will be the first point of contact for patients and practices, ensuring they receive timely and professional assistance across various support channels.
Responsibilities
- Respond to support inquiries across all inbound channels (phone, email, chat, and future platforms as introduced)
- Adhere to established SLAs for all support channels
- Track member-related support issues and assist in trend analysis
- Proactively engage with members and partners to ensure they are utilizing and renewing their membership
- Communicate effectively with members to create a professional and memorable experience at every touch point of the brand
- Deliver excellent customer support to members and partners, ensuring a resolution is achieved for every contact
- Contribute to improving internal wiki and knowledge base documentation as requested
- Review self-performance and provide feedback based on outcomes with management
- Participate in process improvement initiatives for the betterment of the department
- Ensure compliance with all company and regulatory requirements set forth for support
Skills
- 1+ year of experience in an operational or support-driven role
- Process-oriented, curious, and eager to learn
- Organized, dependable, accountable, and coachable
- Able to think creatively and problem-solve when prior experience doesn't offer a clear solution
- Comfortable following direction, but also self-directed in moments where guidance isn't available and able to collaborate with teammates to keep work moving forward
- Acknowledge and understand our SLAs and KPIs while maintaining focus on service quality, speed, and customer satisfaction
- Familiarity with ticketing and CRM tools (e.g., Zendesk, Salesforce, or similar platforms), as well as phone or communication systems
- Legally authorized to work permanently in the US without employer sponsorship
- Bilingual and fluent in Spanish
- Degrees are welcome, not required
Benefits
- Health
- 401k match
- Wellness
- Disability
- Employee discounts
- Flexible PTO
- Compassionate leave
- And more
Company Overview