Job Description: Customer Support Specialist
Department: Customer Experience
Role Type: Individual Contributor
Location: Gurgaon
Work Hours: Saturday through Wednesday, 5:30 PM – 2:30 AM IST
Weekly Off: Thursday and Friday
Employment Type: Full-Time
Overview
At Practice by Numbers, we’re redefining how dental and medical practices grow using next-generation software that blends data, automation, and AI. Our all-in-one platform helps providers optimize operations, improve patient engagement, and accelerate business growth.
As a high-growth company, we operate without a playbook for everything. We value people with a founder’s mindset, strong ownership, and the ability to create clarity and structure in dynamic environments.
Practice by Numbers is seeking a Customer Support Specialist to serve as the front-line owner of the post-launch customer experience. This role goes beyond reactive support; you will help customers resolve issues, build confidence in the platform, and continue realizing value after onboarding.
In this role, you will support dental practices across the United States and Canada through multiple engagement channels, chat, email, and phone, ensuring consistent, high-quality experiences regardless of how customers choose to reach us.
Why This Role Matters
For customers, support interactions define trust.
For the business, retention is defined.
Customer Support Specialists at PbN play a direct role in customer satisfaction, product adoption, and churn prevention. Every interaction — whether via chat, email, or phone — shapes how customers perceive the product, the company, and their long-term partnership with PbN.
This role ensures customers feel heard, supported, and empowered, especially during critical post-launch moments, and helps translate customer issues into insights that continuously improve the overall experience.
Key Responsibilities
1. Customer Issue Ownership
- Serve as a primary support contact for customers post-launch across chat, email, and phone
- Support dental practices across the U.S. and Canada, adjusting communication style based on urgency and channel
- Own customer issues from initial intake through resolution, regardless of entry point
- Ensure timely, accurate, and empathetic responses
- Maintain accountability for follow-through and closure
2. Post-Launch Support & Stabilization
- Support customers through early post-launch usage and stabilization
- Provide real-time guidance via chat and phone, and structured follow-ups via email
- Help customers navigate workflows, configurations, and common use cases
- Identify early signals of friction or adoption risk
3. Product Knowledge & Enablement
- Build deep working knowledge of PbN products, features, and workflows
- Stay current on releases, updates, and known issues
- Guide customers toward best practices aligned with their goals
4. Issue Resolution & Escalation
- Troubleshoot and resolve functional or technical issues efficiently
- Escalate complex issues to Engineering, Product, or specialized teams with proper context
- Communicate progress, expectations, and resolution clearly across all channels
5. Feedback & Continuous Improvement
- Capture customer feedback, trends, and recurring issues
- Share actionable insights with Product and CX leadership
- Contribute to improving documentation, workflows, and self-service resources
6. Tools, Documentation & Process Discipline
- Maintain accurate records in support systems (e.g., Intercom, HubSpot Service Hub) across chat, email, and phone interactions
- Document resolutions, call summaries, and recurring patterns
- Follow and help refine SLAs, escalation paths, and response standards
Success Metrics (KPIs)
- First-response time SLA across chat, email, and phone
- Resolution time SLA by issue severity
- Customer satisfaction scores (CSAT)
- CX quality score based on internal and customer-facing evaluations
- Reduction in repeat issues and escalations
- Contribution to churn prevention and customer confidence
What Success Looks Like
- ≥ X% CSAT score consistently across chat, email, and phone interactions
- ≥ Y% CX quality score, based on internal QA and customer feedback
- Response SLA met or exceeded across all channels (chat, email, phone)
- Resolution SLA met or exceeded based on issue priority and severity
- Customers report feeling supported, informed, and confident after interactions
- Support insights contribute meaningfully to product and CX improvements
Qualifications
Required
- 2+ years of experience in Customer Support or Customer Experience within a SaaS or technology company
- Strong written and verbal communication skills
- Proven ability to troubleshoot, problem-solve, and work independently
- Comfort managing multiple priorities in fast-paced environments
- Experience with support tools such as Intercom, HubSpot Service Hub, or similar
- Willingness to work EST or PST hours to support U.S. and Canadian customers
Preferred
- Experience supporting SaaS products used by dental or healthcare practices
- Familiarity with dental software ecosystems (Dentrix, Eaglesoft, Open Dental, cloud PMS platforms, DI, Weave, REvenue well, ADIT, Flex)
- Understanding of SMB or practice-level workflows
- Experience in high-growth or startup environments
Compensation & Benefits
- Competitive base salary commensurate with experience
- Mediclaim coverage
- Direct collaboration with company leadership on organization design, scaling strategy, and growth initiatives
