Customer Experience Specialist

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients. Customer support has been the same job for twenty years: a queue, a ticket, an SLA, a closed case. That's ending, fast. Over the next 6–9 months, AI will take on more of the routine, repetitive cases at Elation. That doesn't shrink the human role — it builds on it. The work becomes product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers. We're hiring Technical Support Specialists to anchor that shift: people who don't just close tickets, but build the systems that eliminate them, design how AI handles conversations, and turn customer patterns into product priorities. You might’ve been the person on a team who builds the dashboards, automations, or workflows that make everyone else better from a Support, Implementation, CS Ops, or Analyst seat. Now you want to formalize that work as the role itself. As a Technical Support Specialist, you'll bring empathy and judgment to the cases that need it most, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps. We hire for judgment, taste, and curiosity, not process adherence. The bar isn't how many cases you closed ; it's how much you reshaped the conditions under which cases happen . Role and Responsibilities Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter. Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and ow