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