Location: Remote
Hours: 10am to 6pm Pacific Time
Customers: Healthcare practitioners across the US
Channels: Chat, email, and support video calls

Carepatron is a beautifully simple, all-in-one practice management platform trusted by thousands of healthcare professionals around the world. Our mission is to make healthcare more accessible, collaborative, and human, by freeing care teams from admin and giving them tools that genuinely support great care.

We're a fast-growing, product-led SaaS company backed by leading investors, scaling globally across the US, UK, EU, Canada, Australia, and New Zealand. The US is a major focus for us, and we're building a support team that's there for US customers when they need us.

? About the Role
We're looking for a Senior Customer Support Specialist to own chat and email support for our US customers, and to host support video calls when a customer needs hands-on help.

You'll be the expert human behind our support experience. Ava, our AI agent, handles the first line of questions in Intercom. You'll step in when a customer needs more:



tricky troubleshooting, account and billing questions, bugs, and the moments where empathy matters most. Sometimes that means jumping on a video call to walk a customer through it live.

Our customers are therapists, counselors, and other healthcare practitioners who rely on Carepatron to run their practice every day. When something isn't working, they need fast, clear, kind help so they can get back to their clients. That's you.

You'll also use AI every day to work faster and make our support smarter, including helping Ava answer more questions without a handoff.

? What You'll Do
• Own our Intercom chat and email queues during your shift, keeping response times fast and quality high
• Pick up conversations escalated by Ava and resolve them end to end
• Host support video calls with customers to troubleshoot live, walk through workflows, and get them unstuck
• Troubleshoot across scheduling, tele

📌 Senior Customer Support Specialist (Colombia)
🏢 Carepatron
📍 Colombia