Provide customer support for chiropractic practices through chat, email, phone, and Zoom. Troubleshoot product issues, educate users, document interactions, manage escalations, identify recurring pain points, and collaborate with Support, Product, Engineering, Billing, and Tier 2 teams. The role requires clear communication, ownership, curiosity, organization, adaptability, technical comfort, and thoughtful use of AI in a fast-moving SaaS environment.
About Us
We're not just another SaaS company. We're chiropractors and software veterans who got tired of watching practices struggle with clunky, outdated systems. So we built something better.
ChiroHD is the cloud-based practice management platform that actually gets chiropractic. Scheduling, EHR, billing, patient communication - everything a modern practice needs, built specifically for how chiropractors actually work. No more trying to force-fit horizontal software into your vertical world. We've cracked the code on product-market fit - prepped, proven, and ready for scale!
Role Overview
Role Overview: As a Customer Support Specialist, you'll be on the front line helping chiropractic practices get the most out of our products. You'll work directly with customers across chat, email, phone, and zoom to answer questions, troubleshoot issues, and guide them toward solutions.
This role is about more than answering tickets. We're looking for someone who takes ownership, communicates clearly, stays curious, and genuinely wants to understand the “why” behind an issue. You'll work closely with teammates across Support, Product, Engineering, Billing, and other areas of the business to make sure customers feel heard, supported, and confident using our products.
What You’ll Do
- Customer Support & Communication: Provide friendly, knowledgeable, and timely support through chat, email, and phone. Manage multiple conversations and priorities simultaneously while maintaining accuracy, responsiveness, and a high level of care.
- Troubleshooting & Issue Resolution: Troubleshoot product questions and technical issues by gathering the right information, investigating thoroughly, and identifying the best path forward. Take ownership of customer issues from initial contact through resolution or appropriate escalation.
- Customer Education & Documentation: Educate customers on product functionality, workflows, and best practices so they can confidently use the platform. Clearly document customer interactions, troubleshooting steps, findings, and relevant context.
- Process & Cross-Functional Collaboration: Follow established support workflows and escalation processes, using good judgment when a situation requires additional attention. Partner with Tier 2 Support and cross-functional teams to investigate complex issues, bugs, and product-related concerns.
- Insights & Continuous Improvement: Identify recurring customer pain points, trends, and opportunities to improve the customer experience. Stay current on product updates, new features, internal processes, and support resources.
- Teamwork & Adaptability: Contribute to a collaborative team environment by sharing knowledge, asking questions, and jumping in to support teammates. Adapt to evolving products, processes, and priorities in a fast-moving SaaS environment.
Who You Are
- Customer-focused and accountable: You care about the person on the other side of the conversation and take ownership of their experience: investigating, communicating, and following through until the issue reaches the right place.
- Curious and a strong problem solver: You naturally ask questions, dig deeper, and want to understand how and why things work. You're comfortable navigating unfamiliar situations and using available resources to find answers.
- A clear, human communicator: You can explain technical or complicated information in a way that feels simple and approachable, and you understand that great support is a team effort - communicating well with customers and teammates alike.
- Organized and detail-oriented: You can manage multiple conversations, tasks, and priorities without losing important details, and you understand that accurate documentation and complete context matter, especially when escalating an issue.
- Adaptable and tech-comfortable: You're at ease with change and can learn new products, tools, and processes quickly. You don't need to be an engineer, but you're confident navigating software and understanding how systems work.
- An AI champion: You embrace AI as part of your everyday work, using it thoughtfully to work smarter, solve problems faster, and continuously improve the customer experience.
Similar Jobs
HR Tech • Productivity • Software
Provide high-volume payroll support by phone and email, answering customer questions, maintaining SLA and CSAT targets, protecting confidential information, and resolving account and compliance issues. Collaborate with internal teams, document payroll knowledge, update self-service resources, and support workflows involving government agencies. The role requires Canadian multi-province payroll knowledge, accuracy, empathy, strong communication, and efficient prioritization in a fast-paced environment.
Automotive • Digital Media • eCommerce • Information Technology • Marketing Tech
Provide customer support for Cars Commerce products and services, assisting dealers, consumers, and internal customers. Document inquiries and resolutions in Salesforce.com, meet individual and team service-level goals, resolve issues, and escalate complex matters to Tier 2, Product, and Technical Support teams. The role requires strong communication, organization, problem-solving, customer empathy, adaptability, and flexibility for weekend or evening shifts.
Top Skills:
MS OfficeSalesforceWindows
Other • Software
Provide phone, live chat, and email support to UpCodes users; troubleshoot platform issues, manage subscription and account questions, report bugs, and share customer feedback with Product, Content, Engineering, and building-code teams. Improve internal support processes and expand the external knowledge base while helping users effectively navigate the platform.
Top Skills:
ChargebeeGoogle WorkspaceSaaSSlack
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
