SaaS Customer Support Specialist

An aging population and patients who would rather be cared for at home are driving demand for home-based care. Meeting that demand is the hard part: margins are narrow, labor costs keep rising, and clinicians carry an administrative burden unlike any other care setting. Nestmed is the AI platform fixing that — giving clinicians their time back and their organizations the capacity to care for more patients.
More than 23,000 clinicians use Nestmed to complete over 25 million visits a year, and we are trusted by many of the largest organizations in home health and hospice. We started with ambient documentation and have been expanding to support further healthcare operations, such as coding and quality review.
Our founding team — from Stanford, YC, Google and Meta — is building the essential infrastructure for the future of home-based care.
Location: Remote, based in Canada (EST hours)
What You’ll Do
First-Line Support — Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone). You're often the first voice a frustrated user hears mid-shift, that responsibility shapes how you show up every day.
Operational Troubleshooting — Resolve the full range of day-to-day issues: password resets, audio file transfers, app restarts, login errors, and account configuration. Most tickets aren't deep bugs, they're fast fixes that require speed, calm, and clear communication.
Technical Escalation — Identify, document, and escalate product issues to engineering with enough context to accelerate resolution. You own follow-through until the user sees a fix, not just until the ticket is handed off.
High-Volume Triage — Manage inbound volume with disciplined categorization and prioritization. Maintain response quality even when the queue is heavy.
Clinician Empathy — Support users who are time-pressured, non-technical, and often mid-patient-care when something breaks. Patience, tone, and the ability to de-escalate matter as much as your technical skills. Kindness is a job requirement here.
Feedback & Collaboration — Surface patterns from recurring user pain points and translate them into actionable insights for product. Partner with the Customer Success team to deliver a consistent, proactive support experience, especially across our enterprise agency clients.
The non-negotiable bar: You have direct experience supporting non-technical end users in a high-volume environment and you're genuinely good at it. You don't lose your patience when the same question comes in for the tenth time that day. You've worked a support queue before, you know what good triage looks like.
What You Bring
3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
Troubleshooting instincts — you diagnose the why behind an issue, not just the symptom, and you document it clearly enough for engineering to act on
Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
Communication range — you can translate a technical issue into plain language for a nurse on a time crunch without making them feel talked down to
Operational steadiness — you stay organized and clear-headed in a fast-moving queue, and you default to action over deliberation
Zendesk proficiency — or comparable ticketing platform; you're not learning this on the job
This role is for someone who has flexibility and is open to working Canada/US statutory holidays.
Bonus Points For
Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)
Experience supporting an AI or voice-based product
Why Nestmed
Mission-driven company improving healthcare documentation at scale
Early-stage team with huge ownership opportunities
Fast-growing customer base and real-world impact
Work closely with product and engineering teams to shape the user experience
Remote opportunity, collaborative culture, and meaningful work
Interview Process
Initial Phone Screen
Hiring Manager Call
Take Home Assessment
Final Round + Virtual Meet and Greet!
If you're passionate about working with high-impact products that solve real-world problems, we'd love to hear from you.

Work arrangement
Yes