Customer Support Specialist III

Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.

Job Description

The Customer Support Specialist III plays a critical role in delivering exceptional customer experiences by resolving complex support cases and serving as a subject matter expert on our EHR platform. This role blends advanced troubleshooting, mentorship, and modern AI-enabled workflows to drive faster resolution, smarter insights, and continuous improvement. This is an ideal opportunity for candidates who are AI-forward—curious, adaptive, and excited to leverage emerging technologies to elevate both customer outcomes and team performance. What You’ll Do Independently manage and resolve complex or escalated customer cases using advanced troubleshooting techniques Apply deep EHR platform expertise to diagnose technical and workflow-related issues Leverage AI-powered tools and automation to accelerate case resolution, improve accuracy, and enhance decision-making Identify opportunities to incorporate AI and workflow automation into daily support operations Partner with cross-functional teams to drive timely and effective issue resolution Mentor junior specialists, including coaching on effective use of tools, systems, and emerging AI capabilities Contribute to and maintain knowledge base content, incorporating AI-assisted documentation and content optimization Analyze recurring issues and trends using data and AI insights, recommending improvements to processes and customer experience Manage customer escalations with professionalism, empathy, and clear communication Track and report on case trends, leveraging dashboards and AI-driven insights to inform continuous improvement What You Bring High school diploma or equivalent experience 3+ years of customer service or support experience, preferably in a technical or SaaS environment Proven ability to independently resolve complex or escalated issues Demonstrated curiosity and openness to adopting AI tools and emerging technologies in day-to-day work Experience using knowledge bases, automation tools, or AI-assisted support platforms (e.g., chatbots, copilots, or workflow automation tools) Strong mentoring and collaboration skills, with the ability to uplift others through knowledge sharing Advanced problem-solving skills and sound judgment in decision-making Excellent written and verbal communication skills, especially in high-pressure situations Deep understanding of EHR platforms, including workflows, configurations, and troubleshooting Additional Information While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines. At Ensora Health, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do. We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​ ​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Ensora Health is an equal opportunity employer.