Customer Support Specialist at TailorMed

📍 Job Overview

Job Title: Customer Support Specialist
Company: TailorMed
Location: New York, New York, United States
Job Type: Full-time (Hybrid)
Category: Customer Support
Date Posted: 2025-08-12
Experience Level: Mid-level (2-5 years)
Remote Status: Hybrid (On-site preferred)

🚀 Role Summary

TailorMed, a healthcare technology startup, is seeking an experienced Customer Support Specialist to join their mission in making healthcare more accessible and affordable. This role involves investigating and resolving customer issues, acting as a super-user for the TailorMed platform, and advocating for clients. The ideal candidate will have a proven track record in customer support, preferably in healthcare, and be adept at handling CRM software and troubleshooting technical issues.

📝 Enhancement Note: This role requires a unique blend of customer support, technical troubleshooting, and healthcare industry knowledge. Candidates should be comfortable working in a high-volume caseload environment and adaptable to rapidly changing priorities.

💻 Primary Responsibilities

Investigate and Resolve Customer Issues: Diligently investigate customer issues, identify root causes, and resolve or escalate them appropriately for quick resolution.
Proactive Issue Identification: Identify patterns and proactively address issues through swift and professional communication.
Platform Super-User: Act as a super-user for the TailorMed platform to enhance user experience and patient outcomes.
Team Collaboration: Be an active team player, ready to voice concerns and share best practices.
Client Advocacy: Advocate for clients and collaborate across functions to deliver a world-class client experience, ensuring they receive maximum value from the TailorMed solution.
Technical Proficiency: Demonstrate technical proficiency in handling customer support tools, CRM software, and troubleshooting common technical issues related to the TailorMed platform to provide effective customer support.
Confidentiality: Maintain confidentiality and comply with HIPAA regulations.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work independently. Candidates should be persistent, resourceful, and adaptable to handle a high-volume caseload effectively.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience.

Experience: 2 years of experience in a customer support role, preferably in a healthcare setting.

Required Skills:

Proven experience in delivering client-focused solutions based on customer needs.
Familiarity in using CRM software, preferably Salesforce.
Familiarity with SaaS platforms and B2B products.
Technological adeptness for troubleshooting and resolving technical issues.
Exceptional interpersonal skills and the ability to multitask.
Persistence, resourcefulness, and adaptability.

Preferred Skills:

Prior experience in a startup, healthcare, or corporate setting.

📝 Enhancement Note: Candidates with experience in a healthcare setting or using Salesforce CRM will have a significant advantage in this role. Familiarity with the healthcare industry and its regulations will be beneficial for understanding customer needs and providing effective support.

📊 Customer Support Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Case Studies: Include detailed case studies demonstrating your ability to investigate, resolve, and escalate customer issues effectively. Highlight your problem-solving skills, attention to detail, and customer-centric approach.
CRM Software Proficiency: Showcase your proficiency in using CRM software, such as Salesforce, by including screenshots, walkthroughs, or examples of how you've used it to manage customer support tasks.
Technical Troubleshooting Examples: Provide examples of how you've troubleshot and resolved technical issues related to SaaS platforms or B2B products. Include any relevant error messages, steps taken to resolve the issue, and the outcome.

Technical Documentation:

Process Documentation: Document your customer support processes, including issue investigation, resolution, and escalation procedures. Explain how you ensure customer satisfaction and maintain data confidentiality.
Troubleshooting Guides: Create troubleshooting guides for common technical issues related to the TailorMed platform. Include step-by-step instructions, screenshots, and any relevant workarounds.

📝 Enhancement Note: A well-structured and comprehensive customer support portfolio will demonstrate your ability to handle a high-volume caseload, adapt to changing priorities, and provide exceptional customer support. Focus on including real-life examples and data-driven results to showcase your skills effectively.

💵 Compensation & Benefits

Salary Range: $60,000 - $80,000 per year (Based on New York, NY market rates for mid-level customer support roles with healthcare industry experience)

Benefits:

Health, dental, and vision insurance
401(k) plan with company match
Unlimited PTO and flexible work arrangements
Professional development opportunities
A dynamic and collaborative work environment

Working Hours: Full-time (40 hours/week) with a hybrid work arrangement (2-3 days on-site per week). Maintenance windows and project deadlines may require flexibility in working hours.

📝 Enhancement Note: The salary range provided is an estimate based on market research for mid-level customer support roles in New York, NY. TailorMed offers a competitive benefits package, including health insurance, retirement plans, and professional development opportunities to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology

Company Size: Medium (51-200 employees)

Founded: 2018

Team Structure:

Cross-functional teams consisting of customer support, product, engineering, and sales professionals.
A collaborative and dynamic work environment that encourages open communication and teamwork.
A strong focus on customer-centricity, innovation, and continuous improvement.

Development Methodology:

Agile/Scrum methodologies for product development and feature implementation.
Regular sprint planning, code reviews, and testing to ensure high-quality software delivery.
A continuous integration and deployment (CI/CD) pipeline to streamline software development and release processes.

Company Website: TailorMed

📝 Enhancement Note: TailorMed's company culture emphasizes collaboration, innovation, and customer-centricity. Candidates should be comfortable working in a dynamic, cross-functional team environment and be open to adapting to changing priorities.

📈 Career & Growth Analysis

Customer Support Career Level: Mid-level (2-5 years of experience)

Reporting Structure: Reports directly to the Customer Support Manager, collaborating with cross-functional teams, including product, engineering, and sales.

Technical Impact: The Customer Support Specialist will have a direct impact on user experience, patient outcomes, and client satisfaction. They will play a crucial role in identifying and addressing issues, enhancing the TailorMed platform, and ensuring clients receive maximum value from the solution.

Growth Opportunities:

Career Progression: With experience and demonstrated success, Customer Support Specialists can progress to senior roles, team leadership positions, or transition into related fields such as product management or quality assurance.
Technical Skill Development: TailorMed offers professional development opportunities, including training, workshops, and mentorship programs to help employees grow their skills and advance their careers.
Technical Leadership: As a senior Customer Support Specialist, you may have the opportunity to mentor junior team members, contribute to process improvement initiatives, and influence the direction of the customer support function.

📝 Enhancement Note: TailorMed offers opportunities for career growth and professional development. Candidates should be proactive in seeking out learning opportunities and demonstrating their potential for leadership and technical expertise.

🌐 Work Environment

Office Type: Hybrid (On-site preferred)

Office Location(s): New York, NY

Workspace Context:

Collaborative Workspace: TailorMed's office features an open, collaborative workspace designed to encourage teamwork and communication.
Technical Resources: Employees have access to the necessary tools and resources to perform their jobs effectively, including high-quality monitors, reliable hardware, and secure network connections.
Cross-Functional Collaboration: Customer Support Specialists work closely with various teams, including product, engineering, and sales. Regular team meetings and cross-functional projects foster a collaborative work environment.

Work Schedule: Full-time (40 hours/week) with a hybrid work arrangement (2-3 days on-site per week). Maintenance windows and project deadlines may require flexibility in working hours.

📝 Enhancement Note: TailorMed's hybrid work environment offers the best of both worlds – the collaboration and energy of an on-site office and the flexibility and convenience of remote work. Candidates should be comfortable working in a dynamic, collaborative environment and be open to adapting to changing priorities.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss your application, experience, and fit for the role (15-30 minutes).
Technical Assessment: A hands-on assessment of your customer support and technical troubleshooting skills, focusing on your ability to investigate, resolve, and escalate customer issues (60-90 minutes).
Behavioral Interview: A structured interview focusing on your problem-solving skills, adaptability, and customer-centric mindset (60-90 minutes).
Final Interview: A meeting with the Customer Support Manager or another senior team member to discuss your fit for the role, answer any questions, and make a final hiring decision (30-45 minutes).

Portfolio Review Tips:

Case Study Presentation: Prepare a concise, well-structured presentation of your customer support case studies, highlighting your problem-solving skills, attention to detail, and customer-centric approach.
CRM Software Demonstration: Showcase your proficiency in using CRM software, such as Salesforce, by including screenshots, walkthroughs, or examples of how you've used it to manage customer support tasks.
Technical Troubleshooting Walkthrough: Provide a step-by-step walkthrough of how you've troubleshot and resolved technical issues related to SaaS platforms or B2B products. Include any relevant error messages, steps taken to resolve the issue, and the outcome.

Technical Challenge Preparation:

Issue Investigation: Practice investigating and resolving customer issues, focusing on your ability to identify root causes, develop effective solutions, and communicate clearly with customers.
Technical Troubleshooting: Brush up on your technical troubleshooting skills, focusing on common issues related to SaaS platforms or B2B products. Familiarize yourself with the TailorMed platform and any relevant error messages or troubleshooting guides.
Communication Skills: Prepare for behavioral interview questions that assess your problem-solving skills, adaptability, and customer-centric mindset. Practice articulating your thought process, explaining technical concepts clearly, and demonstrating your ability to work effectively in a high-volume caseload environment.

ATS Keywords: Customer Support, Problem Solving, Technical Proficiency, CRM Software, Interpersonal Skills, Multitasking, Adaptability, Empathy, Troubleshooting, Team Collaboration, Confidentiality, Client Advocacy, Attention to Detail, Resourcefulness, Communication, High-Volume Caseload Management, Healthcare Industry, SaaS Platforms, B2B Products, Agile Methodologies, Cross-Functional Teams, Professional Development, Hybrid Work Environment

📝 Enhancement Note: TailorMed's interview process focuses on assessing your customer support and technical troubleshooting skills, as well as your problem-solving skills, adaptability, and customer-centric mindset. Prepare for hands-on assessments, behavioral interviews, and final meetings with senior team members to discuss your fit for the role.

🛠 Technology Stack & Customer Support Tools

Customer Support Tools:

CRM Software: Salesforce (Preferred)
Ticketing System: Zendesk (Preferred)
Project Management: Asana (Preferred)
Communication: Slack, Email

📝 Enhancement Note: Familiarity with Salesforce CRM, Zendesk ticketing system, and Asana project management tool will be beneficial for this role. Candidates should be comfortable learning and using new tools and technologies as needed.

👥 Team Culture & Values

Customer Support Values:

Customer-Centricity: Put customers first in everything you do, and strive to exceed their expectations.
Continuous Improvement: Regularly seek feedback, identify areas for improvement, and proactively drive change to enhance the customer experience.
Collaboration: Work closely with cross-functional teams to ensure customer needs are met and that the TailorMed platform continues to evolve and improve.
Empathy: Understand and share the feelings of customers, and use that understanding to provide personalized, effective support.

Collaboration Style:

Cross-Functional Integration: Customer Support Specialists work closely with product, engineering, and sales teams to ensure customer needs are met and that the TailorMed platform continues to evolve and improve.
Code Review Culture: TailorMed encourages a culture of code review and peer programming to ensure high-quality software delivery and continuous learning.
Knowledge Sharing: Regular team meetings, workshops, and training sessions foster a culture of knowledge sharing and continuous learning.

📝 Enhancement Note: TailorMed's customer support culture emphasizes customer-centricity, continuous improvement, and collaboration. Candidates should be comfortable working in a dynamic, cross-functional team environment and be open to adapting to changing priorities.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Caseload Management: Develop and refine your skills in managing a high-volume caseload, prioritizing tasks, and adapting to rapidly changing priorities.
Technical Troubleshooting: Enhance your technical troubleshooting skills, focusing on common issues related to SaaS platforms or B2B products. Familiarize yourself with the TailorMed platform and any relevant error messages or troubleshooting guides.
Customer-Centric Problem Solving: Hone your ability to understand and address customer needs, developing effective solutions that exceed expectations and drive customer satisfaction.

Learning & Development Opportunities:

Career Progression: With experience and demonstrated success, Customer Support Specialists can progress to senior roles, team leadership positions, or transition into related fields such as product management or quality assurance.
Technical Skill Development: TailorMed offers professional development opportunities, including training, workshops, and mentorship programs to help employees grow their skills and advance their careers.
Industry Networking: Engage with industry peers, attend conferences, and join professional organizations to expand your network and stay up-to-date with the latest trends and best practices in customer support and the healthcare technology industry.

📝 Enhancement Note: TailorMed offers opportunities for career growth and professional development. Candidates should be proactive in seeking out learning opportunities and demonstrating their potential for leadership and technical expertise.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenario-based questions that assess your ability to investigate, resolve, and escalate customer issues effectively. Focus on your problem-solving skills, attention to detail, and customer-centric approach.
Technical Troubleshooting: Brush up on your technical troubleshooting skills, focusing on common issues related to SaaS platforms or B2B products. Familiarize yourself with the TailorMed platform and any relevant error messages or troubleshooting guides.
Behavioral Interview Questions: Prepare for behavioral interview questions that assess your problem-solving skills, adaptability, and customer-centric mindset. Practice articulating your thought process, explaining technical concepts clearly, and demonstrating your ability to work effectively in a high-volume caseload environment.

Company & Culture Questions:

Company Mission: Research TailorMed's mission and values, and be prepared to discuss how your customer support skills and experience align with their goals.
Team Dynamics: Familiarize yourself with TailorMed's team structure and culture, and be prepared to discuss how you would contribute to and thrive in this environment.
Customer Support Best Practices: Prepare to discuss your approach to customer support, including your strategies for issue investigation, resolution, and escalation. Be ready to share examples of best practices you've implemented in previous roles.

Portfolio Presentation Strategy:

Case Study Presentation: Prepare a concise, well-structured presentation of your customer support case studies, highlighting your problem-solving skills, attention to detail, and customer-centric approach.
CRM Software Demonstration: Showcase your proficiency in using CRM software, such as Salesforce, by including screenshots, walkthroughs, or examples of how you've used it to manage customer support tasks.
Technical Troubleshooting Walkthrough: Provide a step-by-step walkthrough of how you've troubleshot and resolved technical issues related to SaaS platforms or B2B products. Include any relevant error messages, steps taken to resolve the issue, and the outcome.

📝 Enhancement Note: TailorMed's interview process focuses on assessing your customer support and technical troubleshooting skills, as well as your problem-solving skills, adaptability, and customer-centric mindset. Prepare for hands-on assessments, behavioral interviews, and final meetings with senior team members to discuss your fit for the role.

📌 Application Steps

To apply for the Customer Support Specialist position at TailorMed:

Submit Your Application: Visit the TailorMed careers page and follow the instructions to submit your application.
Customize Your Portfolio: Tailor your customer support portfolio to highlight your problem-solving skills, attention to detail, and customer-centric approach. Include case studies, CRM software demonstrations, and technical troubleshooting walkthroughs that showcase your skills and experience effectively.
Optimize Your Resume: Highlight your relevant experience, skills, and achievements in customer support, technical troubleshooting, and CRM software proficiency. Include any relevant keywords and phrases to help your resume stand out in applicant tracking systems.
Prepare for Technical and Behavioral Interviews: Brush up on your customer support and technical troubleshooting skills, and practice articulating your thought process, explaining technical concepts clearly, and demonstrating your ability to work effectively in a high-volume caseload environment.
Research TailorMed: Familiarize yourself with TailorMed's mission, values, team structure, and culture. Be prepared to discuss how your customer support skills and experience align with their goals and how you would contribute to and thrive in their environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with TailorMed before making application decisions.

Customer Support Specialist