Client Support Specialist (Part Time, Weekend Hours, ET)

About Cleerly

We’re Cleerly – a healthcare company that’s revolutionizing how heart disease is diagnosed, treated, and tracked. We were founded in 2017 by one of the world’s leading cardiologists and are a growing team of world-class engineering, operations, medical affairs, marketing, and sales leaders. We raised $223M in Series C funding in 2022 which has enabled rapid growth and continued support of our mission. In December 2024 we received an additional $106M in a Series C extension funding. Most of our teams work remotely and have access to our offices in Denver, Colorado, New, York, New York, Dallas, Texas, and Lisbon, Portugal with some roles requiring you to be on-site in a location. 

Cleerly has created a new standard of care for heart disease through value-based, AI-driven precision diagnostic solutions with the goal of helping prevent heart attacks. Our technology goes beyond traditional measures of heart disease by enabling comprehensive quantification and characterization of atherosclerosis, or plaque buildup, in each of the heart arteries. Cleerly’s solutions are supported by more than a decade of performing some of the world’s largest clinical trials to identify important findings beyond symptoms that increase a person’s risk of heart attacks. 

At Cleerly, we collaborate digitally and use a wide variety of systems. Our people use Google Workspace (GMail, Drive, Docs, Sheets, Slides), Slack, Confluence/Jira, and Zoom Video, prior experience in these areas is a plus. Role or department specific technology needs may vary and will be listed as requirements in the job description. 

While we are mostly a remote company, travel is required for some team meetings and cross function projects typically once per month or once per quarter, for some roles like sales or external facing roles travel could be up to 90% of the time.  

About the Opportunity

Our Client Support team provides Level 1 & 2 technical, operational support, and change management support to existing, expanding, new, and potential clients who work with Cleerly. This team is responsible for triaging incoming cases, issue resolution, and change requests for our product. This is a remote role but you must be able to work Saturday & Sunday, ET hours. 

In this role you would be a Client Support Specialist triaging and investigating customer service problems and interfacing between our Implementation, Sales, Client Success, Technology, Medical Affairs, Operations and Marketing teams to solve and prioritize minor to critical issues. The person in this role supports clients using Salesforce, ticketing tools and applies their critical thinking skills in collaboration with leadership in building a case and raising awareness on high-impact problems to ensure quick resolution. Additionally, you will process, and send requests for customer payments, track outreach, and work cross departmentally to ensure patients Cleerly results are sent to and from Cleerly. 

The Client Support Specialist will report to the Client Services leadership and must be able to partner well with other internal teams. One team, One dream. The successful candidate will have excellent critical thinking, technical, and communication skills, as well as proven experience working independently and prioritizing tasks. As business needs evolve, this role demonstrates flexibility by rapidly learning new issue types, systems and tools.

Responsibilities:

• Must be available to work 8AM-12:30PM EST Saturday & Sunday
• Triage and troubleshoot problems and identify issues requiring Product, Quality, or Engineering attention, while also addressing user error or unexpected behavior
• Process user changes within the software system 
• Stay current on product updates, changes, and tests that could affect front line teams, working closely with other team members to ensure internal knowledge is kept current.
• Scheduling CCTA (coronary CT angiogram) appointments with imaging centers nationwide; ability to navigate imaging centers and providers that Cleerly may not have a prior relationship with
• Collecting payment from patients using a third party payment platform
• Manage workflows and time commitments for quick and thorough resolution
• Support evolving business needs and volume by acquiring targeted expertise across multiple product types and tools
• Manage ticketed complaints in accordance with Regulatory policies

Requirements:

• 2+ years of experience working in fast-paced, data-focused, and investigative environment
• Triage for complaints and surface through internal workflow with Medical Science Liaison and Regulator