Customer Support Specialist

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.

Archy is a Series B vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

Job Description:

Archy is looking for an experienced dental office manager or software support specialist interested in working at a software company that provides outstanding customer support to dental offices.

The Customer Support Specialist role directly supports customers by building close, long-term client relationships and providing real-time assistance. This role includes conducting live training sessions with dental offices and interacting with them by phone and video to support their use of Archy. Many of the issues customers need help with involve billing and insurance claims the practice submits through Archy. This role will also require troubleshooting technical issues as they arise and escalating more severe ones to the engineering team.

This position requires a 5-day schedule of 9:00 AM – 6:00 PM ET. Customer Support Specialists are hired into a single, fixed schedule based on current business needs (with available shifts including Monday through Friday, Tuesday through Saturday, or Sunday through Thursday). This is an hourly, non-exempt role and is eligible for overtime in accordance with applicable law.

Job Responsibilities:

• Deliver exceptional support that drives meaningful value for our dental practices.

• Provide support for questions related to billing and claims sent through Archy and its integration with the dental clearinghouse.

• Conduct 1:1 training with practices and their staff that showcase Archy’s capabilities.

• Work closely with other Archy team members to ensure customer questions and concerns are addressed in a timely manner.

• Expected to actively adopt and integrate AI tools into day-to-day workflows to enhance productivity, decision-making, and overall impact.

• Investigate potential technical problems with Archy software as reported by customers, troubleshoot with the customer, and proactively seek solutions.

• Effectively communicate customer feedback and issues to relevant stakeholders, including product and engineering teams, via the company's ticketing system.

• Identify gaps in training resources, both internal and external, for publication.

Job Requirements:

• 5 + years of management experience within a dental practice.

• Extensive knowledge of dental insurance and billing, typically through your experience working in the front office of a dental practice.

• Exceptional ability to communicate and foster positive relationships, both in written and verbal communications.

• Software Trainer experience helping others learn and adapt to new software.

• Basic technical skills required to use the product (typing skills, troubleshooting browser issues, and hardware connections to computers).

• Leverages AI tools and automation in everyday work to move faster, improve outcomes, and continuously raise the bar on how we operate.

• Accountability and personal organization are essential.

• This job requires employees to work set hours from 9 am to 6 pm Eastern Time.

• This role may be required to work on certain holidays to align with the dental practice's operating hours.

What We Offer:

• Competitive pay and equity (some roles may be eligible for performance-based incentives or bonuses)

• Health, dental, and vision insurance

• 401(k) plan

• Accrual vacation policy

• Remote-friendly culture