Customer Support Specialist

About Stride

Stride is a modern EMR and practice management platform built for outpatient therapy practices. We bring scheduling, documentation, billing, claims, payments, and patient communication into one system so clinics can spend less time on administrative work and more time with their patients. We are a small, fast-moving team, and every person here has a direct impact on how our clients experience the product.

Every role at Stride shares one requirement: genuine empathy and compassion for the end user. Our users are clinicians, front desk staff, and billers who are often stretched thin; how we treat them matters as much as what we build.

About the Role

The Customer Support Specialist is the front line of Stride. When a clinic hits a question or a problem, you are the first person they reach, and often the reason they stay confident in the product. You will work primarily in Zendesk, and jump on Zoom or the phone when an issue is easier to solve face to face.

This is an entry-level role and a great way into a fast-growing healthcare software company. We will teach you the product; you bring the communication skills, the empathy, and the willingness to dig in.

What You'll Do

• Own the support queue in Zendesk: triage, respond, and resolve tickets quickly and thoughtfully.

• Get on Zoom or phone calls when a screen share or a conversation will solve the problem faster than a ticket thread.

• Reproduce reported issues, gather the right details, and write clear escalations for the engineering team.

• Follow every issue through to resolution; no ticket gets dropped, and the client always knows where things stand.

• Turn recurring questions into help center articles and suggest product improvements based on what you see in the queue.

• Spot patterns and flag emerging issues before they become widespread.

• Support clients recently handed off from onboarding as they settle into the product.

What We're Looking For

• Strong communication skills, written and verbal; you write clearly, listen well, and stay warm and professional even when a client is frustrated.

• Empathy and patience; our users are busy clinic staff, and you meet them where they are.

• Attention to detail; you read the whole ticket, check the details, and get the small things right.

• Solid problem-solving instincts; you enjoy figuring out what is actually going on before reaching for an answer.

• Comfortable learning new software quickly and navigating multiple tools at once.

• Reliable and organized; you manage a queue without letting anything slip.

Nice to Have

• Experience with Zendesk or another ticketing system.

• Customer service experience of any kind (retail, hospitality, call center, front desk).

• Exposure to healthcare, a clinic environment, or medical billing.

• Interest in growing into onboarding, solutions, or product roles over time.

Who You Are

• Compassionate toward the end user; you treat every ticket as a person who needs help, not a number in a queue.

• Attentive; you notice the detail in the third paragraph that explains the whole problem.

• Curious; you want to understand how the product works, not just copy-paste macros.

• Positive and resilient; a tough morning in the queue does not follow you into the afternoon.