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
Clerri provides cloud software for dental membership plans, supporting plan design, enrollment, renewals, and administration for practices. It was founded in 2015, and is headquartered in Austin, Texas, USA, with a workforce of 51-200 employees. Its website is https://clerri.com.