About DocStation
DocStation is a cloud-based healthcare software platform built for pharmacies. We help pharmacists deliver clinical services, manage medical billing, and get paid for the care they provide — everything beyond the script. We're a fast-growing, mission-driven team trusted by leading pharmacy networks across the country, and we're looking for a customer support representative who genuinely cares about the people on the other end of every ticket.
About the Role
As a Customer Support Representative, you'll be the first line of support for DocStation's pharmacy customers — helping them navigate medical billing, resolve claim issues, and get the most out of the platform. You'll work primarily in DocStation's ticket management system, managing a daily ticket queue and collaborating closely with our Customer Success, Programs, Revenue Cycle Management ("RCM"), and Engineering teams to ensure every customer gets a timely, helpful, and honest response.
This role is well-suited for someone who is organized, communicative, customer-focused, and genuinely enjoys solving problems — especially in a fast-moving healthcare technology environment where no two days look the same.
What You'll Do
- Day-to-Day Support — Manage and triage an incoming support queue, responding to customer inquiries across email, chat, and phone within established response windows.
- Ticket Management — Accurately categorize, route, and update tickets to keep workflows running efficiently and ensure nothing falls through the cracks.
- Customer Communication — Keep customers informed at every stage of their issue and ensure smooth, professional handoffs when looping in other teammates.
- Escalation & Collaboration — Identify when issues need to be escalated and coordinate with internal teams and external parties to resolve them on the customer's behalf.
- Quality & Improvement — Identify patterns in common issues and contribute to improving team workflows, macros, and documentation over time.
- Knowledge Building — Contribute to FAQs, internal guides, and knowledge base articles that help the team resolve recurring questions faster and more consistently.
What We're Looking For
Required
- Must be based in and authorized to work in the United States. We are unable to sponsor visas or support international applicants for this role.
- 1–3 years of experience in a customer support, customer success, or help desk role, preferably in healthcare or pharmacy.
- Strong written communication skills — clear, concise, and empathetic.
- Comfort working in a fast-paced ticketing environment with multiple open conversations.
- Ability to manage competing priorities and stay organized without close oversight.
- Genuine curiosity and a structured approach to troubleshooting.
- Customer-focused approach with a passion for supporting customers.
Preferred
- Experience in healthcare, pharmacy, medical billing, or health tech.
- Familiarity with support ticket management systems or similar support platforms (Intercom, Zendesk, Front, etc.).
- Knowledge of HIPAA regulations and patient data privacy standards.
- Understanding of medical claims, EDI, ERA, or payer enrollment processes.
- Experience working cross-functionally with engineering, RCM, or product teams.
What Success Looks Like in This Role
- By 30 days, you'll have a working knowledge of our internal platforms and tools, and be able to sort and route incoming tickets while handling basic customer requests.
- By 60 days, you'll have a solid understanding of our product and processes, and know where to find the information you need to resolve issues confidently.
- By 90 days, you'll independently manage the support queue to ensure every customer receives an accurate, high-quality response.
Why DocStation
- Work directly with pharmacists doing meaningful clinical work every day.
- Be part of a growing, supportive team where your contributions are visible and valued.
- Help shape how a growing company delivers support at scale.
- Competitive compensation, remote flexibility, and a hardworking team that values collaboration and growth.
- Competitive benefits and recognition programs.
DocStation is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to building a team that reflects the diversity of the communities our customers serve.