Summary
eCaring is seeking a proactive and customer-focused Client Support & Success Specialist to serve as a primary point of contact for our SaaS platform customers. This role is responsible for managing incoming customer support cases, troubleshooting platform issues, and ensuring customers receive timely, professional, and solution-oriented support.
Beyond reactive support, this role also plays an important part in strengthening customer relationships through training, proactive outreach, customer education, and ongoing engagement. The ideal candidate is someone who enjoys solving problems, communicating with clients, and taking ownership of the customer experience from start to finish.
This is an excellent opportunity for someone interested in growing within Customer Success, SaaS Implementation, or Client Services while gaining deep knowledge of the home care technology industry.
Essential
Functions
Serve as a frontline contact for customer support requests submitted through the eCaring support platform, email, and phone.
Manage customer support cases from initial intake through resolution, ensuring timely follow-up and communication throughout the process.
Troubleshoot platform issues related to scheduling, EVV, billing, payroll, reporting, mobile application usage, integrations, and user workflows.
Collaborate with internal Product, Development, QA, and Operations teams to escalate, document, and resolve customer issues.
Build and maintain positive, long-term relationships with customers through professionalism, responsiveness, and accountability.
Conduct customer training sessions, onboarding assistance, and follow-up support as
needed.
Proactively engage customers to improve product adoption, platform utilization, and overall customer satisfaction.
Assist customers with system navigation, workflow optimization, and best practices within the eCaring platform.
Create, maintain, and update internal and external knowledge base articles, training materials, and support documentation.
Identify recurring customer issues, process gaps, or product improvement opportunities and communicate feedback internally.
Maintain accurate case notes, documentation, and customer records within support
systems.
Support implementation and customer success initiatives as business needs
evolve.
Participate
in
product
testing,
user
acceptance
testing
(UAT),
and
feature
validation
as needed.
Perform other related duties as
assigned.
Qualifications
Include
Excellent verbal and written communication
skills.
Strong customer service mindset with a sense of ownership and
urgency.
Ability to troubleshoot issues while remaining calm, professional, and solutions-
focused.
Highly organized with strong attention to
detail.
Ability to manage multiple priorities and customer requests
simultaneously.
Strong analytical and problem-solving
skills.
Comfortable
learning
and
working
within
SaaS
software
platforms and
technical workflows.
Ability to collaborate cross-functionally with internal
teams.
Self-motivated and able to work independently in a remote
environment.
Proficient in Microsoft Office Suite or related
software.
Preferred
Experience
Experience in Customer Support, Customer Success, SaaS Support, Help Desk, or Implementation roles.
Experience conducting customer trainings, onboarding sessions, or software
demonstrations.
Experience supporting healthcare, home care, EVV, payroll, billing, or scheduling workflows is highly preferred.
Familiarity with ticketing/support systems and knowledge base platforms preferred.
We currently use Hubspot.
Previous experience in a SaaS environment
preferred.
Education
and
Experience
Bachelor’s degree
preferred.
2+ years of related customer-facing experience
preferred.
Equivalent combination of education and experience may be
considered.
Physical
Requirements
and
Working
Environment
Prolonged periods of sitting at a desk and working on a
computer.
Must be able to remain in a stationary position for extended periods of
time.
Remote work
environment.
Occasional travel may be
required.
Disclaimer
The above statements are intended to describe the general nature and complexity of the work being performed by personnel assigned to this classification and do not represent an exhaustive list of all tasks, duties, and responsibilities required of personnel assigned to this
position.
Pay Range:
The hiring range for this position is
$73,000-$75,000/annually.
Various factors will determine final compensation, such as a candidate’s years of relevant work experience, skills, certifications, and location.
HouseWorks is an Equal Opportunity Employer. We do not discriminate against race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability or genetic information.