Customer Support Specialist

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Torch Dental

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Description

• About Us: • Torch Dental is a rapidly growing start-up whose mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process. • Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. • Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and secures the best prices for products. • We are a close-knit team that enjoys working together every day to solve real-world problems. • We obsess over customer satisfaction, promote a strong bias for action, encourage team members to engage in impactful work, and foster a one team culture. • Our goal is to create better solutions to help healthcare professionals succeed, and we are looking for people like you to help bring this vision to life. • Your Contribution: • We are looking for a motivated Customer Support Specialist who will be at the forefront of ensuring customer satisfaction by providing exceptional support and assistance to Torch users. • This position will work with customers directly via various channels, including live chat, email, SMS, and phone as a product expert to educate and guide users for the most effective Torch experience. • They will also serve as a liaison between customers and various internal teams, addressing inquiries, troubleshooting issues, and contributing to the continuous improvement of our platform based on customer feedback. • This role will be a client-facing role largely spent interfacing directly with users from dental practices to understand and resolve issues within the expectations of our high-standard KPIs that measure efficiency and quality of customer interactions. • The expected working hours for this role will be 9 AM - 6 PM Mountain Time (11 AM - 8 PM EST). • While you may not see it as a patient, dental practices are busier than ever and require more efficient ways to operate optimally. • Torch helps them streamline their supplies and associated paperwork so they can have more resources to deliver better patient care. • As Torch grows, one of our main priorities is making sure our customers see us as an essential part of their office operations with access to expert product support being a crucial factor in Torch’s value to them. • Our Customer Support Specialists will be an integral part of achieving this.

Requirements

• Ideally 0-2 years of customer-facing experience • Previous customer service experience is required • Exceptional communication skills with ability to articulate ideas and information in a clear and concise manner • Strong attention to detail and work ethic • Positive, proactive attitude with the ability to multitask and prioritize effectively • Collaborative team player with a passion for technology and software • Experience in the dental industry or within an ordering platform is advantageous • Experience with ticketing/CX Tools (Kustomer, Aircall, Zendesk, Intercom, Podium, etc.) and/or Excel/Google Sheets is a plus • Experience related to the dental space or within an ordering platform is a plus

Benefits

• Salary range is $50,000 - $60,000 • 401k benefits with Slavic • Unlimited paid time off (PTO) • Maternity and Paternity leave • Medical and dental coverage with Aetna • Work from home stipend • Commuter benefits for hybrid employees • Fully stocked pantry and fridge for hybrid employees • Structured training program to help you learn critical business skills • Career planning with a focus on professional development • An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes • Collaborative, supportive, and high performing culture