Customer Support Specialist

About Us:

Torch Dental is a rapidly growing start-up whose mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and secures the best prices for products.

We are a close‑knit team that enjoys working together every day to solve real‑world problems. We obsess over customer satisfaction, promote a strong bias for action, encourage team members to engage in impactful work, and foster a one team culture. Our goal is to create better solutions to help healthcare professionals succeed, and we are looking for people like you to help bring this vision to life.

Your Contribution:

We are looking for a motivated Customer Support Specialist who will be at the forefront of ensuring customer satisfaction by providing exceptional support and assistance to Torch users. This position will work with customers directly via various channels, including live chat, email, SMS, and phone as a product expert to educate and guide users for the most effective Torch experience. They will also serve as a liaison between customers and various internal teams, addressing inquiries, troubleshooting issues, and contributing to the continuous improvement of our platform based on customer feedback.

This role will be a client-facing role largely spent interfacing directly with users from dental practices to understand and resolve issues within the expectations of our high-standard KPIs that measure efficiency and quality of customer interactions.

The expected working hours for this role will be 9 AM - 6 PM Mountain Time (11 AM - 8 PM EST).

While you may not see it as a patient, dental practices are busier than ever and require more efficient ways to operate optimally. Torch helps them streamline their supplies and associated paperwork so they can have more resources to deliver better patient care. As Torch grows, one of our main priorities is making sure our customers see us as an essential part of their office operations with access to expert product support being a crucial factor in Torch’s value to them. Our Customer Support Specialists will be an integral part of achieving this.

Responsibilities:

• Serve as one of the faces of our business and the main points of contact for our customers via phone, chat and email
• Maintain expert knowledge of our platform to ensure that you are providing the best possible customer experience
• Maintain high standards of quality and efficiency, meeting established KPIs and service level agreements (SLAs) to ensure the quality of customer interactions are high
• Collaborate cross-functionally to support various aspects of marketplace operations, contributing to efficiency where needed

What we are looking for:

• Ideally 0-2 years of customer-facing experience
• Previous customer service experience is required 
• Exceptional communication skills with ability to articulate ideas and information in a clear and concise manner
• Strong attention to detail and work ethic
• Positive, proactive attitude with the ability to multitask and prioritize effectively
• Collaborative team player with a passion for technology and software
• Experience in the dental industry or within an ordering platform is advantageous
• Experience with ticketing/CX Tools (Kustomer, Aircall, Zendesk, Intercom, Podium, etc.) and/or Excel/Google Sheets is a plus
• Experience related to the dental space or within an ordering platform is a plus

Benefits:

• Salary range is $50,000 - $60,000
• 401k benefits with Slavic
• Unlimited paid time off (PTO)
• Maternity and Paternity leave
• Medical and dental coverage with Aetna
• Work from home stipend
• Commuter benefits for hybrid employees
• Fully stocked pantry and fridge for hybrid employees
• Structured training program to help you learn critical business skills
• Career planning with a focus on professional development 
• An employee-driven culture with happy hours, team events, and other initiatives to celebrate our many successes
• Collaborative, supportive, and high performing culture

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.