About the role
About Us
Akute is a fast-moving healthcare EMR startup on a mission to make healthcare more efficient, patient-focused, developer-friendly, and to democratize a data-driven approach to clinics of all sizes.
As a small team, we thrive on flexibility, problem-solving, and ownership of our work. If you’re someone who loves helping customers, is comfortable working independently, and can dig into technical details when needed, we’d love to meet you.
About the Role
We’re looking for a Customer Support Specialist to be the primary point of contact for our customers. You’ll handle support requests via email (and occasional video/phone calls), helping users navigate issues, answering their questions, and ensuring they feel heard and supported.
This role requires someone who is not only great at calming worried customers but also technically savvy enough to look into our database, run queries, and help troubleshoot issues before escalating them to engineering.
In addition, this role could transition into a Customer Success/Account Manager role as we scale. If you’re looking to get in a position to be more involved in proactive outreach to customers, this would be a great jumping-off point.
What You’ll Do
• Be the first line of support for customers, primarily via email (with some phone support as needed).
• Investigate customer issues by looking up data in our database and running queries.
• Document findings clearly for the engineering team when issues require development work.
• Help customers understand and troubleshoot common problems with our software.
• Proactively identify trends in support requests and suggest ways we can improve.