About Carepatron

Carepatron is the healthcare platform helping more than 100,000 professionals across over 100 specialties care for their clients and get their time back. Therapists, psychologists, physiotherapists, dietitians and whole multidisciplinary clinics run their working day on us: scheduling, telehealth, clinical notes, AI scribe, invoicing and insurance claims.

We started Carepatron after watching our own partners, a psychologist and a surgeon, lose their evenings to paperwork. That is still the problem we are solving. Less back-office work, more headspace for care.

The role

Support is where most of our customers actually meet Carepatron. When a practitioner cannot get a claim to submit, or a client cannot join a telehealth session, the quality of that conversation is the product.

The team. You will lead a small group of support specialists, coaching them on writing, judgement and technical depth, while staying in the queue yourself for escalations and the genuinely hard tickets. This is a player-coach role. If your goal is to step fully out of the inbox, this is not the job.

Education. Most tickets are a symptom of something we never taught well enough. Practitioners are running clinics, not learning software, so the work is making Carepatron obvious: a help centre of more than 250 articles, proper guides for the workflows that hurt most, and answers that land the first time.

Our AI agent in Intercom is one channel for that, and a large share of frontline volume already flows through it, so the clearer the teaching the further it reaches. You will help scale which questions get answered at the source instead of one practitioner at a time.

Customer love. Closing a ticket is the floor, not the goal. Practitioners find us because other practitioners recommend us, which means every conversation your team has is either building that or quietly eroding it.

We are looking for someone who is not satisfied by a technically correct answer, who follows up before being chased, who remembers the practice owner who was mid-audit last month, and who treats an unprompted five-star review or a referral as a support result rather than a marketing one.

The hard problems. This is an operational role. You will be on the tools daily, on calls with practice owners, and holding the tickets nobody else can crack. Our difficult cases are not forgotten passwords. They are a group practice whose insurance claims are rejecting the week before payroll, or a clinic moving years of client records across without losing a single note. Those take patience, real product depth, and the confidence to say what you do not know yet while you go and find out.

What you will own

Customer experience

- Set and hold the quality bar across every channel: chat, email and the help centre.
- Own first response time, resolution time and satisfaction for the team, and report on them honestly, including when they slip.
- Handle escalations personally. Be the person who takes a frustrated practitioner and turns their week around.
- Get on calls.



Meet practice owners and clinic admins directly, especially larger practices and anyone at risk of leaving, and bring what you learn back so it gets fixed for everyone else too.
- Find the outcome that is right for the customer and sustainable for us. Most support decisions have a version that works for both sides, and your job is to find it rather than split the difference.
- Be the voice of the customer inside Carepatron. Turn recurring pain into evidence that product and engineering can act on.

Education and self-serve

- Own the help centre. Decide what gets written, write and rewrite plenty of it yourself, and hold a standard where a practitioner can finish the job without asking anyone.
- Start from where people actually get stuck. Let ticket themes, search terms and escalations decide what to teach next, rather than working down a list of article ideas.
- Teach our hardest areas properly: insurance claims, billing, integrations and moving an established practice across to us. That is where practitioners lose the most time and where vague content does the most damage.
- Make the AI a better teacher. Our AI agent answers from the same content, so clearer articles resolve more questions without a person, and every place it guessed or handed off too late tells you what to write next.
- Look past articles. In-app guidance, short videos, onboarding content and webinars all count if they stop the question being asked.
- Close the loop. Every escalation should become better teaching, better routing or a product fix.

Coaching and team

- Run a real coaching rhythm: conversation reviews, quality scoring, weekly one-to-ones and feedback that is specific enough to act on.
- Grow people. Help each specialist get measurably better at writing, product depth and de-escalation, and help them build a career beyond this role.
- Own staffing and coverage across US hours, including holidays and volume spikes.
- Hire and onboard as the team grows, and get new starters properly productive fast.
- Protect your team’s own experience. Support burns people out when the work is invisible and the tooling is poor, and preventing that is part of the job.

What success looks like

- In your first 30 days. You know the product deeply enough to answer hard tickets yourself. You have sat down with every member of your team and read a large sample of real conversations, including those our AI handled. You can name the ten things we teach worst, and what it is costing us.
- By 90 days. A coaching and quality rhythm is running every week. Those ten things are rewritten, and you can show what that did to repeat contacts and to how many practitioners solved the problem on their own.




- Within 12 months. Support quality is one of the reasons practitioners choose Carepatron and stay. Volume has grown faster than headcount because our teaching absorbed it, and your team has grown into harder, more interesting work rather than simply more of the same.

What you will bring

- Several years in customer support or customer success, including time leading, coaching or mentoring others. Formal management experience is welcome, and a strong senior specialist ready to step up is equally interesting to us.
- Excellent written English. Clear, warm and direct, with no filler. A good deal of this job is explaining something complicated so that a busy practitioner gets it the first time. You will be judged on your writing, and you will be judging others on theirs.
- A track record of teaching, not only answering. A help centre, knowledge base, onboarding programme, training material or set of guides that you wrote, and evidence that it stopped the same question coming back.
- Real relational skill, live as well as in writing. You build trust quickly, you stay steady in a tense call with a practice owner, you do what you said you would do afterwards, and people come away from dealing with you feeling better than they did going in.
- Comfort with software. You can learn a deep product quickly, reason about how features interact, and investigate a problem properly before escalating it.
- An analytical, detail-oriented habit. You are at ease with support metrics and you use them to decide what to fix next, not to decorate a report.
- Evidence that you have lifted customer satisfaction, retention or resolution quality somewhere before, and the ability to explain how you did it.
- Willingness to work US business hours and give our largely US-based customer base reliable coverage.
- A bachelor’s degree or equivalent experience. We care about what you can do, not where you studied.

Bonus points

1. Hands-on experience with Intercom, especially Fin, or with another AI support agent.
2. You have made video, in-app guidance or run webinars, and know what each format is good for.
3. A background in healthcare, allied health, behavioural health or clinical admin, or experience supporting insurance and medical billing workflows.
4. Experience at a fast-growing software company where the support function was still being built.
5. A second language.

How we work

- We are a general, remote, mission-driven team, and we hire people who do not need to be managed into caring. Four things we hold to:
- Radical accessibility. Beautiful software should be accessible to every health practitioner around the world.
- Collaboration. People do their best work when they do it together.
- Customisation. Practitioners deserve to work according to their own needs, not someone else’s.
- Modern technology. Technology can change the future of healthcare for both patients and practitioners.
- In practice, that means independent thinkers, high standards, real ownership and direct communication.

📌 Customer Support Team Lead – US Market (Remote) (Colombia)
🏢 Carepatron
📍 Colombia