Senior Support Specialist

As a Senior Support Specialist, you'll be a foundational part of our Client Support team, ensuring our software runs smoothly from the moment a new client is onboarded throughout their journey with us. This is a chance to use your technical skills to directly impact the online reputation and profitability of medical practices across the country. If you're energized by solving technical puzzles and thrive on being the go-to expert, looking to grow into being a leader of the team and who makes clients successful, this role is for you. You'll report to the Client Support Director and be at the heart of delivering the high level of customer satisfaction rater8 is known for.

What you’ll do

We need someone with a technical foundation who is eager for growth and thrives in an independent, problem-solving environment.

• Experience: 2-4 years of proven technical support experience, ideally in a B2C SaaS product environment, preferably in SaaS healthcare tech.
• Technical Toolkit: You are comfortable running SQL queries for database investigations and manipulating data using Excel. You have a strong ability to quickly pick up new technical concepts, especially software integrations. A nice-to-have is experience using AI tools along with Microsoft 365.
• Problem Solver: A strong knack for troubleshooting complex software applications and systems.
• Communication: Excellent written and verbal communication and interpersonal skills for professional and clear client interactions.
• Foundation: A Bachelor's degree in a related field (like Computer Science or Information Technology) or equivalent professional experience.
• Independent Drive: A commitment to high-quality support, a strong attention to detail, and the ability to work independently to manage and prioritize complex tasks effectively.
• Familiarity: Experience using ticketing systems. We use Zendesk.
• Growth Mindset: You are proactive and genuinely interested in a fast-track career path with tremendous opportunity for professional growth.
• Technical Leadership & Mentorship: Act as a leader within the team by guiding others, influencing outcomes, and stepping into ownership in high-impact or ambiguous situations.
• Other Duties as Assigned

What you’ll bring

This isn't just about closing tickets; it's about being a strategic partner and problem-solver for our healthcare clients.

• Be the Client Champion: You are the primary, friendly voice for our customers, jumping in to address their technical questions, requests, and issues with speed and professionalism.
• Master the Technical Challenge (Tier 2+): Dive deep into complex, software-related issues. You’ll diagnose, troubleshoot, and provide thoughtful, step-by-step solutions and custom analyses when required for strategic accounts. When a challenge is tough, you'll figure out the answer, sharing and collaborating with our cross-functional teams to nail the fix.
• Lead the Launch: Play a key role in bringing new clients online! You'll handle all the front-end implementation work, including application configuration, setting up users, photo uploads, and identifying the correct review sites.
• Own the Product Knowledge: Become a true expert in rater8’s software, its integrations, and its capabilities. You'll use this knowledge to help clients seamlessly integrate our system with their existing and new platforms.
• Strategic Collaboration: Work closely with several departments to provide the best experience for customers.
• Shape the Future: You'll be the "voice of the customer," collecting crucial feedback and identifying common issues that directly inform our product development team, enhancing software usability and reliability.
• Technical Leadership & Growth: Act as a technical leader and peer mentor in resolving complex Tier 2+ software challenges, supporting colleagues with challenging department-type tickets, and serving as the "voice of the customer" to inform product development and enhance usability.
• Leadership Potential & Expertise: Bring demonstrated leadership experience—either by informally leading peers or supporting a small team—while consistently driving team success beyond your individual role.
• US Residents only. Must reside in the continental U.S., be authorized to work without sponsorship, and not reside in California.

Compensation 

• The expected salary range for this position is $68,000 to $75,000 annually. Actual compensation will be based on a candidate’s skills, qualifications, and years of relevant experience.

What You’ll Get

• Smart, intellectually curious, creative, supportive, and overall awesome colleagues!
• We are 100% fully remote! Work from anywhere in the U.S. with reliable Wi-Fi, within PST–EST time zones. Employees must be physically located in the U.S.; working outside the U.S. requires prior approval from leadership.
• Medical, dental, and vision benefits
• Discounted pet insurance
• Unlimited PTO after 60 days of employment
• 401(k) after six months with company match   
• Competitive salary
• Fast-track career advancement with a high-growth, Great Place to Work™ certified organization 
• rater8 is a “bring your own device” company, enabling you to work on your preferred operating system; we offer a WFH stipend to offset costs per company guidelines

About rater8

rater8, the healthcare industry’s leader in reputation management, helps medical practices establish pervasive online visibility. The rater8 Visibility Engine (raVE) effortlessly gathers authentic reviews and real-time feedback from verified patients to drive sustainable practice growth, all with the support of award-winning customer service. 

Based in the United States, rater8 is a rapidly growing healthtech innovator, serving over 25,000 providers at practices and hospitals of all sizes and specialties, and providing unlimited career growth and pay opportunities for its employees.

rater8 is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.