Customer Support Specialist at ClinicallyAI · LumiJobs

Responsibilities

We're seeking a Customer Support Specialist to join our team, supporting healthcare providers and users of our AI-driven platform. This is an entry-level role ideal for someone with a strong technical background, experience in customer-facing roles, and a passion for artificial intelligence.
You're a proactive problem solver with strong organizational skills and a customer-first mindset — someone who enjoys working with AI tools, understands great customer service, and can explain technical concepts clearly to non-technical users. You'll be the front line for everything from day-to-day product questions to deeper troubleshooting of AI-generated output and IT/deployment issues, so comfort moving between clinician-facing conversations and more technical, IT-admin-facing ones is essential.
Own first-line support. Serve as the first point of contact for customer inquiries, resolving issues promptly and effectively.
Guide technical troubleshooting. Assist users with troubleshooting, onboarding, and product guidance — including diagnosing AI output issues and deployment/IT problems, not just general how-to questions.
Teach practical AI use. Educate customers on how to use AI tools practically, helping them maximize the platform's capabilities — training and walking end-users (clinicians, admin staff) through product usage, not just fixing bugs.
Support prompt engineering. Help customers refine clinical documentation templates so clinical leaders can shape outputs for their clinicians, and learn to read/diagnose why an AI output doesn't match the expected clinical note format or content.
Troubleshoot deployment and access issues. Support IT admins with browser extension, desktop, and mobile app deployment across MDM, SSO, and Group Policy environments.
Close the feedback loop. Collaborate with internal teams to address customer feedback and identify areas for product improvement, escalating to engineering with clear, reproducible detail.
Build support resources. Create and maintain organized customer service documentation, including FAQs, how-to guides, and troubleshooting materials.
Stay platform-fluent. Maintain a deep understanding of Clinically AI's platform end-to-end — including how AI-generated notes map back to clinical and billing requirements — and its applications in healthcare.

Qualification

Customer-First MindsetTechnical AptitudeOrganizationAI CuriosityStructured TroubleshootingAdaptabilityTicketing/case management experience (eSome prior experience in healthcare ITExposure to EHR/EMR integrations

Required

Customer-First Mindset. You exhibit empathy and care in every interaction, building trust and long-term relationships with customers.
Technical Aptitude. You're comfortable with AI tools and software platforms, and can translate technical concepts into customer-friendly explanations.
Organization. You're highly organized and detail-oriented, capable of managing multiple customer requests while maintaining accurate records.
AI Curiosity. You have a genuine interest in AI, with practical examples like prompt engineering.
Structured Troubleshooting. You reproduce issues, isolate variables, and escalate with evidence rather than guesswork.
Adaptability. You're comfortable in a fast-paced startup environment and pick up new technologies quickly.
1–2 years of experience in a customer-facing role, with demonstrated technical aptitude in AI tools or software platforms.
Strong written and verbal communication — able to flex tone and depth between less-technical clinician end-users and more-technical customer IT admins.
Ability to learn and articulate how Clinically AI's documentation and compliance tools work end-to-end, including how AI-generated notes map back to clinical/billing requirements.
Comfort training or walking end-users (clinicians, admin staff) through product usage, not just fixing bugs.
Ticketing/case management experience (e.g., Zendesk, Freshdesk, Jira Service Management) and ability to document reproducible steps for escalation to engineering.
Strong communication and problem-solving skills.

Preferred

Familiarity with healthcare regulations such as HIPAA.
Experience working with CRM systems and technical support tools.
Contributions to AI-related projects or communities.
Some prior experience in healthcare IT, SaaS support, or clinical software implementation is a strong plus.
Working knowledge of behavioral health clinical workflows (intake, treatment planning, progress notes, discharge) and the compliance frameworks around them (HIPAA, 42 CFR Part 2, state licensing/audit requirements).
Exposure to EHR/EMR integrations, since behavioral health documentation tools often need to interoperate with them.

Customer Support Specialist

Responsibilities

Qualification

Required

Preferred

Benefits

Company

ClinicallyAI

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