Client Success Specialist

Carebility is redefining how healthcare professionals learn, grow, and deliver better care. We're building a smart, data-driven learning platform purpose-built for post-acute care, skilled nursing and healthcare providers. Using intelligent automations and deep integrations with real-world healthcare data, we tailor learning to each staff member's role, knowledge gaps, and impact — helping facilities improve compliance, increase reimbursements, and elevate care quality.

We believe training should be as dynamic and personalized as the care we provide our elders. Our mission is to empower caregivers through adaptive, AI-enhanced learning — making excellence scalable across the industry.

We’re looking for an exceptional Client Success Specialist (UX Support) to be the human heartbeat of our product. You’ll be the go-to guide for our users — ensuring they feel heard, supported, and empowered. Your days will be spent fielding support inquiries (mostly via Intercom), building smarter automations, and solving problems that can range from simple onboarding hiccups to deeply technical issues in our web and mobile apps.

This isn’t a management role — it’s a hands-on, high-touch support role for someone who thrives in service. You’ll work closely with our engineering, product, and customer teams to make sure users love Carebility, even when things break.

• Serve as the frontline of user support via Intercom (chat, email, light phone/Zoom)

• Solve a wide range of customer issues — from basic how-to questions to complex platform bugs

• Build and maintain Intercom automations and AI-driven workflows to proactively support users at scale

• Develop help center content, macros, and learning flows to reduce friction and empower users

• Provide technical troubleshooting for our web app, mobile app, and third-party integrations

• Collaborate with product and engineering teams to report bugs, suggest features, and prioritize fixes

• Track and analyze user feedback to improve the overall support experience

• Jump into onboarding conversations when needed, offering empathetic, human-centered support
  

• Empathetic to your core – you lead with heart, not ego

• A servant leader mindset – your default mode is "how can I help?"

• Tech-savvy and systems-oriented – you love solving complex puzzles and understanding how web and mobile products tick

• Fluent in modern AI tools – you’ve used ChatGPT, Grok, Claude, or similar tools to solve problems, write prompts, and even create automations or knowledge workflows

• Skilled at prompt engineering – you know how to coax AI into producing helpful, high-quality responses and can fine-tune chat experiences and support articles that feel human and smart

• Experienced with Intercom – especially advanced features like bots, automation, workflows, and AI integrations

• A natural communicator – calm, clear, and concise — even when everything’s on fire

• Customer support pro – ideally 2+ years in a SaaS or startup support role, with a knack for helping both tech-averse and power users

• Patient and composed – you stay cool under pressure and genuinely enjoy helping people succeed
  

• Experience in healthcare, long-term care, or compliance-heavy industries

• Familiarity with LMS or training platforms

• Basic HTML/CSS or light API familiarity for troubleshooting edge cases

• Knowledge of HIPAA, Texas healthcare regs, or SNF workflows

• Experience working with startups or small, fast-moving teams
  

What You’ll Love

• Mission-driven culture focused on improving real-world outcomes in healthcare

• Remote-first team that values autonomy, transparency, and candor

• The opportunity to build and shape the customer experience from the ground up

• A chance to help reimagine training for an entire industry — with AI as your co-pilot

• Flexible PTO, competitive salary, and the opportunity to grow as we grow
  

Carebility is more than a training platform — we’re a movement to make excellence in care scalable and accessible. If you love supporting people, solving real problems, and making healthcare better, we’d love to hear from you.