Support Specialist Lead (EHR Platform Billing Support)

Location: Hybrid schedule in Tampa or Nashville, United States; remote candidates will not be considered

Company

hirify.global provides behavioral health software and SaaS solutions for clinical productivity, compliance, state reporting, billing, and business intelligence.

What you will do

• Provide frontline customer support through ticketing, live chat, and phone channels.
• Resolve complex Level 2 issues through in-depth analysis and practical solutions.
• Manage escalations, KPI reporting, service performance, CSAT, and SLA/SLO adherence.
• Oversee SOPs and Professional Services processes while supporting continuous improvement.
• Deliver training and consultation, maintain subject matter expertise, and coach team members.
• Coordinate support actions with Support Management to ensure timely customer outcomes.

Requirements

• Bachelor's degree, or a high school diploma with relevant EHR/software customer service or behavioral health agency experience.
• 5+ years of related experience.
• Advanced problem-solving skills and the ability to handle high-complexity tasks independently.
• Strong troubleshooting, SOP management, KPI reporting, communication, and relationship-building skills.
• Ability to coach, mentor, and motivate team members.
• Ability to work a hybrid schedule in the Tampa or Nashville office; remote work is not available.

Culture & Benefits

• Work in an environment where innovation is focused on behavioral health and customer outcomes.
• Contribute to an inclusive workplace committed to diversity and equal opportunity.
• Support a large customer base serving behavioral health, rehabilitative, and human services organizations.