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Customer Support Specialist Department: Customer Experience Work Hours: Saturday through Wednesday, 5:30 PM 2:30 AM IST Employment Type: Full-Time 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. 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. For customers, support interactions define trust. 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. Serve as a primary support contact for customers post-launch across chat, email, and phone Support dental practices across the U.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 Contribute to improving documentation, workflows, and self-service resources 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 First-response time SLA across chat, email, and phone CX quality score based on internal and customer-facing evaluations 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) Customers report feeling supported, informed, and confident after interactions Support insights contribute meaningfully to product and CX improvements 2+ years of experience in Customer Support or Customer Experience within a SaaS or technology company Experience with support tools such as Intercom, HubSpot Service Hub, or similarWillingness to work EST or PST hours to support U.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) Experience in high-growth or startup environments Compensation & Benefits Competitive base salary commensurate with experience .
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The sheer volume works in your favor: 14,070 open positions mean employers are actively hiring. But volume also means competition. India has the most listings (3,674), followed by the US (2,353), Singapore (1,258), Australia (1,128), and Canada (626). If you're flexible on location, check all five — your next role might be waiting in a market you hadn't considered.
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Here's what hiring managers for customer service always ask: 'Tell me about a time you had to handle an angry customer. What did you do, and what was the outcome?' Prepare a real example where you stayed calm, listened first, and solved the problem — or escalated it thoughtfully. Show that you see conflict as information, not threat.
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