Customer Support Specialist

Cadence ABA builds AI-native clinical software for ABA therapy providers, helping clinicians capture session data by voice, track mastery trends, and auto-draft billable session notes so they can stay present with the client instead of buried in paperwork. We're looking for a Customer Support Specialist to be a frontline resource for the clinicians and behavior analysts who rely on Cadence every day.

What you'll do

• Respond to inbound customer questions via email, chat, and/or phone in a timely, friendly, and accurate manner
• Troubleshoot product issues, replicate bugs, and work with the product/engineering team to get them resolved
• Guide new customers through onboarding and help existing customers get more value from the platform
• Maintain and improve help center articles, FAQs, and other self-serve support resources
• Track and triage support tickets, escalating urgent or complex issues appropriately
• Gather and relay customer feedback to product and engineering teams to inform the roadmap

What we're looking for

• 1+ years of experience in a customer support, customer success, or help desk role, ideally for a SaaS product
• Excellent written and verbal communication skills
• Strong problem-solving skills and patience when working through technical issues with customers
• Comfortable learning and explaining a technical product to non-technical users
• Organized, detail-oriented, and able to manage multiple open tickets at once
• Ability to work independently and use good judgment on when to escalate

Nice to have

• Experience supporting customers in healthcare, clinical, or HIPAA-regulated software
• Familiarity with ABA therapy, behavioral health, or clinical documentation workflows
• Experience with support tools such as Zendesk, Intercom, or similar helpdesk platforms