Role Description Capitect is a bootstrapped, profitable startup that provides online software (SaaS) to wealth management firms looking to modernize their business. We are looking for an exceptional Customer Success Associate to join our team to help build an innovative wealth-tech company. As a growing startup, your role may change and expand as our needs shift and your capabilities grow. - Respond to support issues from users directly via email, Zendesk tickets, Zoom meetings, and phone calls - Onboard new users via Zoom - Expand and update our online knowledge base with articles, including images and videos - Lead online training sessions for a group of users in webinar format - Gather feedback from users to document and prioritize bugs and feature requests - Proactively communicate with existing users to ensure optimal use of available features - Travel to exhibit at industry conferences, typically 1-2 times per year Qualifications - College graduate with 2-5 years of experience (customer support experience a plus) - Strong written and verbal communication skills, especially in solving other people’s issues with empathy, patience, and clarity - Ability to work under changing or unclear priorities and deadlines - Interest in investments, wealth management, and technology Requirements - Available to support users weekdays covering at least 9am ET to 5pm ET Benefits - Position is fully remote with no plans to require in-office work - Medical, dental, and vision insurance - 401k with employer match - Paid time off - Stock option plan

Role Description The Medical Customer Success Representative plays an essential role in ensuring patients and referral partners receive timely, accurate, and compassionate support. In this position, you will work closely with customers, referral sources, insurance companies, and internal teams to make sure medical supply orders are processed correctly and that each patient’s needs are addressed with professionalism and care. Key Responsibilities: - Process new and recurring orders via fax, phone, email, or in person following company procedures - Participate in outbound phone campaigns - Handle incoming customer and referral communications professionally and promptly, including walk‑ins - Verify insurance coverage online or by phone and document details in the electronic health record system - Obtain required insurance authorizations - Troubleshoot equipment issues and coordinate with manufacturers or referring clinicians as needed - Confirm patient demographics, insurance authorizations, and benefit information - Complete assigned worklists accurately and on schedule - Collect patient payments and explain cost responsibilities - Coordinate appointments between customers and respiratory staff Qualifications - Eligible to work in the United States without current or future visa sponsorship - Bachelor’s degree required - 3+ years of customer service experience in a high‑volume medical or healthcare setting - Relevant internships, co‑ops, or clinical administrative experience may be considered - Call center experience in a health care / medical setting strongly preferred - Must be located in one of the New England states, New York, or Pennsylvania Requirements - Strong verbal and written communication - Proficiency with computers and Microsoft Office - Ability to work independently and make informed decisions - Collaborative mindset and ability to work across departments - High attention to detail - Excellent customer service skills, especially in high‑intensity situations - Fluent in English; Spanish proficiency preferred Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Work Environment & Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this remote role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. - The employee is regularly required to communicate and exchange information with patients, referral sources, and internal team members through phone, email, and computer‑based systems. - The position requires the ability to remain in a stationary position for extended periods while working at a computer. - This role routinely uses standard home‑office equipment such as a computer, phone, headset, and printer/scanner (if applicable). - Employees are expected to maintain a safe, private, and professional remote workspace that supports confidentiality and productivity. - The work environment characteristics described here are representative of those encountered while performing the essential functions of this job in a home‑based setting. - Noise levels may vary depending on the employee’s home environment, and employees are responsible for ensuring a workspace that allows them to perform their duties effectively.

Role Description The Customer Success Specialist will own the company’s customer support inbox and serve as the primary point of contact for all inbound customer communication. This role is critical in ensuring customers receive timely, clear, and empathetic responses that reflect a high standard of service. - Operate in a highly asynchronous environment, working independently while coordinating closely with internal teams. - Resolve customer inquiries while identifying trends, improving documentation, and ensuring smooth handoffs to backend operations. - Execution-focused role requiring strong written communication, emotional intelligence, and the ability to manage multiple conversations simultaneously. - Proactive, detail-oriented, and comfortable making decisions without constant supervision. Your Impact - Directly influence customer satisfaction and retention by ensuring every interaction is handled with clarity, empathy, and efficiency. - Contribute to operational efficiency by creating clear internal tickets and improving communication between customer-facing and backend teams. - Strengthen the company’s knowledge base, reducing repetitive inquiries and enabling scalable support. - Help build a reliable, high-quality customer success function that supports long-term growth. Core Responsibilities - Customer Support Inbox Management – 60% - Manage all inbound customer inquiries from receipt to resolution. - Respond to customers with clear, professional, and tone-appropriate communication. - Identify and adapt to customer sentiment, especially in sensitive or escalated situations. - Ensure timely responses and maintain inbox organization and prioritization. - Knowledge Base Management – 20% - Identify recurring customer questions and documentation gaps. - Create and update knowledge base articles to improve self-service support. - Maintain accuracy and relevance of all help documentation. - Operational Coordination – 15% - Triage requests requiring backend execution and create detailed tickets. - Provide clear context and instructions for internal teams. - Follow up with customers once requests are completed. - Process Improvement & Reporting – 5% - Identify patterns in customer inquiries and operational requests. - Flag inefficiencies and suggest process or tooling improvements. - Support internal visibility through clear documentation and updates. Qualifications - 2+ years of experience in customer support, customer success, or a similar role. - Strong written English communication skills with clarity and precision. - Demonstrated ability to handle customer interactions with empathy and professionalism. - Experience working in async, remote environments with minimal supervision. - Ability to manage high-volume inboxes while maintaining quality and responsiveness. - Commitment to working US Eastern Time hours long-term. Requirements - Must-Haves (Required) - Intercom, Linear, JIRA, Google Workspace, Slack. - Nice-to-Haves (Preferred) - Experience in SaaS or tech environments. - Knowledge base or documentation writing experience. - Familiarity with ticketing systems and support workflows. - Experience coordinating between customer-facing and backend teams. Benefits - Competitive Salary: Based on experience and skills. - Remote Work: Fully remote—work from anywhere. - Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting. - Generous PTO: In accordance with company policy. - Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees. - Direct Mentorship: Guidance from international industry experts. - Learning & Development: Ongoing access to resources for professional growth. - Global Networking: Connect with professionals worldwide. Our Recruitment Process - Application - Screening - Skills Assessment - Topgrading Interview - Client Interview - Job Offer - Client Onboarding Ready to Join Us? If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.

Role Description As a full time, exempt Specialty Pharmacy SaaS, Senior Customer Success Specialist, you will be an individual contributor in the Customer Success / Support organization responsible for building solid relationships with an assigned portfolio of key and/or strategic TherigySTM clients. This role serves as advocate for all Therigy clients, with a focus on Health System and Independent Specialty Pharmacy clients. The purpose of this role is to up-sell appropriate services to pharmacies, renewal of existing contracts, retention of customers and help clients maximize the value of their TherigySTM software solution through proactive account management and solid client relationships based on accountability and trust. Primary Responsibilities - Managing specialty accounts that have a more advanced and/or complex operations model. - Recognizing opportunities to enhance client’s operational efficiency and provide guidance on best practices. - Increasing overall financial portfolio of customers through increased use of products and growth. - Owning strategy and value delivery for multiple customers and developing a long-term vision to drive ongoing value, product adoption, account renewals, and expansion. - Managing relationships with executive sponsors and key stakeholders within client accounts. - Ensuring customer satisfaction through proactive outreach and responsiveness to client needs. - Establishing client risk management criteria and developing custom analytical reports. - Acting as a liaison between customers and internal teams to incorporate customer input and feedback. - Elevating the customer's voice to TherigySTM product team and supporting Product Roadmap. - Partnering cross-functionally with Sales, Implementation, Product, and Clinical. - Delivering tailored product training to new and upsell products and features. - Supporting company growth objectives by identifying, positioning, and coordinating up-sell or expansion opportunities. Qualifications - Bachelor’s degree in Business, Health Science or related clinical discipline. Education requirements may be satisfied with equivalent specialty pharmacy experience. - 2+ years of experience either as an operational user of patient therapy management software within a specialty pharmacy or as an account manager of a software platform used within a specialty pharmacy. - Ability and willingness to travel up to 25% of the time as needed. Requirements - Project Management Experience. Certification preferred. - Experience supporting customer renewals or ongoing account lifecycle activities in a SaaS or healthcare technology environment. - Exceptional verbal and written communication skills. - Proven experience independently leading initiatives that align complex solutions to customer or organizational needs. - Working knowledge of data analytics/reporting needs of a specialty pharmacy. - Proven ability to organize and lead effective meetings, internally and with clients. - Demonstrated organizational and prioritization skills, with the ability to manage multiple concurrent initiatives. - Demonstrated solid collaboration skills; able to work effectively with other functional areas. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). - Salary range from $72,800 to $130,000 annually based on full-time employment.