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

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
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
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
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
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
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