• Respond to inbound support requests via email, phone, and chat with empathy, urgency, and clarity. • Troubleshoot user issues with billing, plan setup, client communications, and platform usage. • Maintain accurate records of support tickets and resolutions in our system. • Create and update self-serve support content, including help center articles and training videos. • Assist with onboarding new practices through email campaigns, welcome calls, or follow-up check-ins. • Help improve internal documentation and SOPs to make our support more scalable. • Escalate bugs and common pain points to Product and Hospital Success Managers. • Identify recurring practice needs and suggest improvements to tools, communication, and training materials. • Participate in cross-functional team syncs to advocate for the voice of the customer.