Customer Support Specialist

Job Description: Customer Support SpecialistDepartment: Customer Experience

Reports to: Head of Support CX (Manager, Customer Support)

Role Type: Individual Contributor

Location: Remote (US-Based)

Work Hours: EST or PST (flexible based on team coverage)

Employment Type: Full-Time

Overview

At Practice by Numbers, we’re redefining how dental and medical practices grow using next-generation software that blends data, automation, and AI. Our all-in-one platform helps providers optimize operations, improve patient engagement, and accelerate business growth.

As a high-growth company, we operate without a playbook for everything. We value people with a founder’s mindset, strong ownership, and the ability to create clarity and structure in dynamic environments.

Practice by Numbers is seeking a Customer Support Specialist to serve as the front-line owner of the post-launch customer experience. This role goes beyond reactive support; you will help customers resolve issues, build confidence in the platform, and continue realizing value after onboarding.

In this role, you will support dental practices across the United States and Canada through multiple engagement channels, chat, email, and phone, ensuring consistent, high-quality experiences regardless of how customers choose to reach us.

Why This Role Matters

For customers, support interactions define trust.

For the business, retention is defined.

Customer Support Specialists at PbN play a direct role in customer satisfaction, product adoption, and churn prevention. Every interaction — whether via chat, email, or phone — shapes how customers perceive the product, the company, and their long-term partnership with PbN.

This role ensures customers feel heard, supported, and empowered, especially during critical post-launch moments, and helps translate customer issues into insights that continuously improve the overall experience.

Key Responsibilities1. Customer Issue Ownership

Serve as a primary support contact for customers post-launch across chat, email, and phone

Support dental practices across the U.S. and Canada, adjusting communication style based on urgency and channel

Own customer issues from initial intake through resolution, regardless of entry point

Ensure timely, accurate, and empathetic responses

Maintain accountability for follow-through and closure

2. Post-Launch Support & Stabilization

Support customers through early post-launch usage and stabilization

Provide real-time guidance via chat and phone, and structured follow-ups via email

Help customers navigate workflows, configurations, and common use cases

Identify early signals of friction or adoption risk

3. Product Knowledge & Enablement

Build deep working knowledge of PbN products, features, and workflows

Stay current on releases, updates, and known issues

Guide customers toward best practices aligned with their goals

4. Issue Resolution & Escalation

Troubleshoot and resolve functional or technical issues efficiently

Escalate complex issues to Engineering, Product, or specialized teams with proper context

Communicate progress, expectations, and resolution clearly across all channels

5. Feedback & Continuous Improvement

Capture customer feedback, trends, and recurring issues

Share actionable insights with Product and CX leadership

Contribute to improving documentation, workflows, and self-service resources

6. Tools, Documentation & Process Discipline

Maintain accurate records in support systems (e.g., Intercom, HubSpot Service Hub) across chat, email, and phone interactions

Document resolutions, call summaries, and recurring patterns

Follow and help refine SLAs, escalation paths, and response standards

Success Metrics (KPIs)

First-response time SLA across chat, email, and phone

Resolution time SLA by issue severity

Customer satisfaction scores (CSAT)

CX quality score based on internal and customer-facing evaluations

Reduction in repeat issues and escalations

Contribution to churn prevention and customer confidence

What Success Looks Like≥ X% CSAT score consistently across chat, email, and phone interactions

≥ Y% CX quality score, based on internal QA and customer feedback

Response SLA met or exceeded across all channels (chat, email, phone)

Resolution SLA met or exceeded based on issue priority and severity

Customers report feeling supported, informed, and confident after interactions

Support insights contribute meaningfully to product and CX improvements

QualificationsRequired

2+ years of experience in Customer Support or Customer Experience within a SaaS or technology company

Strong written and verbal communication skills

Proven ability to troubleshoot, problem-solve, and work independently

Comfort managing multiple priorities in fast-paced environments

Experience with support tools such as Intercom, HubSpot Service Hub, or similar

Willingness to work EST or PST hours to support U.S. and Canadian customers

Preferred

Experience supporting SaaS products used by dental or healthcare practices

Familiarity with dental software ecosystems (Dentrix, Eaglesoft, Open Dental, cloud PMS platforms)

Understanding of SMB or practice-level workflows

Experience in high-growth or startup environments

Compensation & Benefits

Competitive base salary commensurate with experience

Medical, dental, and vision coverage

401(k) with company match

Direct collaboration with company leadership on organization design, scaling strategy, and growth initiatives

Budget: $50,000 to $57,000