Support Specialist (US West Coast timezone)
Slovakia
US Customer Success – Customer Success Manager /
Full-time /
Remote
Surglogs is an award-winning software solution that digitizes and streamlines regulatory compliance for ambulatory surgery centers and healthcare facilities across the United States. 🧑⚕️
We’re looking for a native English speaker to join our Support team and assist our customers on the West Coast.
This role requires someone who is comfortable working night hours, as your shift will run from 7:30 PM to 2:00 AM (your local CET time).
What is it like to work at Surglogs?:
We’re a remote-first company, so you can work from the comfort of your home or from our office in Bratislava – whichever suits you best.
Our current Customer Support team consists of three team members: two supporting customers on the East Coast and one covering the West Coast. We're now looking for a new team member to strengthen our West Coast coverage.
Your role will be essential to the company.
As the first point of contact for our customers, they will rely on you for guidance, answers, and solutions to their issues.
You’ll play a key part in delivering the excellent support Surglogs is known for.
As a Support Specialist, you will:
- Build and maintain log templates and other documentation forms within the Surglogs platform for our clients (no coding required).
- Assist with the onboarding of new clients by setting up, custom notifications, user roles, and log templates.
- Learn the ins and outs of Surglogs to confidently build, maintain, and update custom instances for each client (don’t worry — we’ll teach you everything you need to know!).
- Adapt quickly to process changes and provide accurate, helpful answers to customer questions when needed.
What You’ll Be Doing:
- Help new clients get started by setting up their centers in the Surglogs platform and tailoring it to their specific needs.
- Respond to client questions and requests via chat, phone, or email – whatever works best for them.
- Juggle multiple support requests with care, attention, and a calm mindset. Respond in a friendly and professional manner.
- Assist the Customer Success team with configuration of new accounts.
- Help maintain and update both our internal and customer-facing knowledge bases so our customers can easily find answers to their questions.
- Identify and report technical issues to our product team, contributing directly to a better experience for all users.
- Keep client records up to date in Salesforce so we always have accurate information.
- Collaborate by sharing valuable insights about the user experience to help refine and improve our client training, product design, and support efforts.
- And of course, stay aligned with our mission to make compliance easier for healthcare professionals across the US.
What We’re Looking For:
- A native English speaker with a positive attitude and a strong sense of responsibility.
- Someone who can work independently but also enjoys being part of a team.
- Great communication skills – clear, friendly, and empathetic.
- Comfortable learning new tools and adapting to changes in the software.
- Naturally organized and detail-oriented – you like keeping things in order.
€1,200 - €1,500 a month
- Shorter workdays - you only need to work 6.5 - 7 hours per day
- Possibility to co-own the company (stock options)
