Customer Support Specialist I

About mPulse:  mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations.

Job Summary:

As a Customer Support Specialist, you will be the first line of support for our SaaS customers, helping them get the most value out of our platform. You will handle a variety of inquiries and technical issues, ensuring customers receive fast, friendly, and effective assistance. You will work across multiple channels—email, chat, phone, and our ticketing system—to resolve issues and contribute to an exceptional customer experience. 

This position combines technical and soft skills while contributing to cross-functional collaboration to ensure a seamless digital experience for our customers. 

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries via mPulse Customer Community, email, chat, phone, etc 
• Troubleshoot and resolve minor technical issues related to the platform 
• Provide guidance and education to customers on how to use the product effectively 
• Manage customer tickets using Salesforce and JIRA 
• Escalate complex issues to Engineering, Product, or higher-level support as needed 
• Partner with internal teams to communicate customer feedback and identify opportunities for product and process improvements 
• Maintain a deep understanding of the product and continuously stay updated on new features and enhancements 
• Meet or exceed KPIs, such as first response time, turnaround time, and customer satisfaction (CSAT) 
• On call rotation requirements 
• Participate in proactive monitoring and take corrective actions as outlined in the SOP 

Qualifications: 

• 1–3 years of experience in customer support, preferably in a SaaS environment 
• Strong technical troubleshooting skills and ability to learn new technologies quickly 
• Excellent written and verbal communication skills 
• Ability to manage multiple priorities in a fast-paced, high-growth environment 
• Experience with CRM and ticketing tools such as Salesforce 
• Empathy, patience, and a genuine desire to help customers 
• Strong problem-solving and critical thinking skills 

Preferred Qualifications: 

• Experience supporting B2B SaaS products 
• Familiarity with MS excel, APIs, integrations, and basic technical concepts 
• Experience writing or contributing to support documentation or help centers 
• Familiarity with remote work tools such as Slack, Zoom, Teams, Confluence 

Why mPulse? 🙌

🏡 Remote-First & Flexible PTO — work from wherever you're most productive
🏥 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance.
💰 401(k) + 4% Match — with financial advisors to help you plan
👶 6 Weeks Parental Leave
📈 Invest in You — 30-60-90 day plans and frequent training
🎉 Culture of Recognition — peer-to-peer bonuses & team celebrations

Equal Opportunity: mPulse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at mPulse are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

*If you require any accommodations during the application, interview, or assessment process due to a disability or any other accessibility-related concern, please do not hesitate to reach out to our People Ops and Recruiting team at [email protected]