Customer Support Specialist

Job description

As a Customer Support Specialist at NurseGrid, you will be responsible for providing exceptional service to our community of nurses, who utilize NurseGrid's scheduling and communication platforms. We’re looking for an individual with excellent written communication skills, and a mind for creative problem solving. You will be one of our early support specialists and will contribute to building the foundation of our Customer Success team, with exciting opportunities to grow and develop as NurseGrid continues to evolve!

  • Speak for yourself!
    This position will require a strong writing ability in external communications to end-users of all NurseGrid products. We’re looking for a storyteller who goes beyond providing a simple answer, but instead finds a solution. More importantly, our department values your suggestions and firmly believes that great ideas come from anywhere! So be ready to share your input on all matters related to the success of our accounts, our team, our coworkers, and our company.

  • Data is the name of the game.
    We hope you’re a data junkie just like we are. With a mobile and desktop application, we have plenty of insights into consumer behavior, app usage, and campaign effectiveness. As such, we’re looking for an individual to turn numbers into a strategy, with the ability to tap into the story behind the metrics to create something game changing for our NurseGrid users

  • Process-driven, action-oriented.
    Be prepared to bring your ideas to life as you take initiative on ways to improve our young company. If you’re as much an organization freak as we are, get ready to plan, execute, and measure your responsibilities from start to finish. As Einstein [probably] said, execution without planning is blind, but a plan without follow-through is hollow.

  • No solution? Create one!
    As a member of NurseGrid’s Customer Success team, sometimes the answer may not be right in front of you. Sometimes the answer is a patchwork quilt of loose ends and archived thoughts, and we love that! Still there? Good, because a Customer Support Specialist at NurseGrid will make regular use of their detective cap, solving unique problems from new customer use cases, identifying ways to refine the way we operate, and collaborating with likeminded individuals and creating something greater than the sum of its parts.

Duties and Responsibilities:

  • Manage support channels and inbound requests for all NurseGrid customers, while providing assistance to other customers as needed.

  • Build expertise around NurseGrid’s product suite, understanding how customers are using its capabilities to solve real-world problems

  • Assist in the development of support material, and seek opportunities for enhance existing department processes

  • Troubleshoot customer issues and identify opportunities to refine core product based on your user insights


  • BA or BS preferred

  • Excellent writing skills, with the capacity to effectively communicate to a variety of audiences and skill levels

  • Proven track record of identifying patterns and providing creative solutions in a resource-constrained environment. We’re excited to hear of your accomplishments!

  • Ability to learn new technology with competence using web and mobile applications

Nice to Haves:

  • 2 to 4 years in a customer support role, preferably in a SaaS environment

  • Background within the healthcare space

  • Experience in SQL or database management

  • Understanding of CRM and support software a major plus

  • Excellent MS Excel skills


NurseGrid is a Portland-grown and venture-backed startup founded in 2013. With the mission of creating technology for nurses that makes their personal lives better, their professional lives more efficient, and contributing to improved outcomes in healthcare, we build innovative staffing, scheduling, and communication technology solutions for the healthcare industry. Over 500k nurses have downloaded our free mobile app (NurseGrid Mobile) and hundreds of nurse managers throughout the United States have activated accounts for our paid SaaS solution (NurseGrid Manager).

We are a small (34 person) but growing and always dynamic team. We work hard and produce high-quality work at a rapid pace, but we also prioritize balance; offering a generous PTO package, medical/dental/vision benefits, work-from-home-Wednesdays, and six optional remote work days per quarter. Plus, we work in a laid-back, dog-friendly office located in the heart of Old Town Portland with Ground Kontrol right around the corner, and multiple transportation routes and options to the office.