Customer Success Support Specialist (AI Healthcare)

Location: Hybrid in Madison, Wisconsin, United States; candidates must reside in and be legally eligible to work in the continental United States.

Salary: $25.00–$26.00 per hour, based on experience, plus a potential bonus program and stock options.

Company

hirify.global develops AI-powered healthcare software that analyzes physiological waveform data to support sleep study scoring, diagnosis, study management, and broader clinical workflows.

What you will do

• Serve as a primary customer support contact through phone, email, and Zendesk.
• Triage support requests, provide step-by-step product guidance, and complete simple configurations.
• Help users navigate the product UI and follow troubleshooting procedures in the mobile application.
• Investigate study status questions using hirify.global Hub, Confluence, Impilo, Jira, and related tools.
• Document issues, follow up on resolutions, and escalate complex or urgent matters to Technical Services Engineers.
• Identify recurring issues and contribute to product, engineering, clinical, sales, documentation, and process improvements.

Requirements

• High school diploma or GED.
• At least 2 years of experience in customer service, client support, healthcare support, or a related role.
• Exceptional written and verbal communication skills, with the ability to communicate with physicians, technologists, and clinical staff.
• Strong organization, follow-through, attention to detail, and ability to manage multiple priorities.
• Ability to learn new software systems, troubleshoot devices, and perform basic system configuration.
• Must currently reside in and be legally eligible to work in the United States; visa sponsorship is not available.

Nice to have

• Associate’s or bachelor’s degree in healthcare administration, communications, business, or a related field.
• Experience in medical environments, medical device support, healthcare operations, or regulated environments.
• Experience with ticketing systems such as Zendesk, Freshdesk, or HubSpot.

Culture & Benefits

• Hybrid work in Madison with remote and flexible scheduling options.
• Health, dental, and vision insurance.
• Paid time off, stock options, a company bonus program, and a 401(k).
• Collaborative, customer-focused culture centered on healthcare improvement and quality.
• Team summits and opportunities for in-person collaboration.

Hiring process

• Resume review followed by a video call for selected candidates.
• Skills demonstration and final meetings with several team members.
• Offer for the selected candidate.