Customer Support Specialist

Decoda is the all-in-one, AI-native operating system for modern elective-care clinics — med spas, wellness, longevity, and aesthetics practices. Most clinics run on 5–10 disconnected tools that don't talk to each other; we replace all of them with a single platform: scheduling, charting, billing, payments, memberships, inventory, and patient communication in one place, with AI built into every workflow.

We're a Y Combinator (S23) company. We're live in 200+ clinics, processing $150M+ in annual transactions, and we've grown more than ten-fold in the last six months. Our users are front-desk staff and providers, not engineers, so the standard is unwavering reliability: it just works.

When something isn't right in a clinic, the people running it need an answer now — not a ticket number. You'll be the person who gives them that answer.

This is the front line. You'll own incoming clinic requests end to end: understand what the clinic was actually trying to do, dig into the product and their data to find out what happened, fix it where you can, and escalate cleanly when you can't. Over time, you'll turn the patterns you see into help content, better defaults, and product feedback that stops the same ticket from arriving again.

• Own the support queue: respond to clinic requests across chat, email, and phone, and see each one through to a resolved answer.

• Investigate before you escalate: reproduce the issue in the product, check the clinic's settings and data, and hand engineering a clear, specific report when it's a real bug.

• Fix what you can yourself — misconfigured settings, permissions, templates, billing setup — without waiting on an engineer.

• Prioritize ruthlessly: know the difference between a clinic that can't check a patient out right now and something that could simply be better, and act accordingly.

• Close the loop with the customer every time, including when the answer is "not yet."

• Turn repeat questions into documentation and help content, and feed the patterns you see back into the product.

• Work closely with Onboarding and Engineering so problems get solved at the source, not just patched.

• 2+ years in customer support, customer success, or clinic and practice operations — somewhere you were accountable for real users with real deadlines.

• Outstanding written communication. Clear, warm, and concise, with no jargon; you can explain a technical situation to someone who is mid-shift at a front desk.

• Genuine technical curiosity. You are comfortable digging through software settings, reading data, and working out how a system behaves, even without a coding background.

• Calm under pressure, and good at context switching across several urgent things at once without dropping any of them.

• Strong follow-through. You don't let threads go quiet, and you would rather over-communicate than leave someone guessing.

• Experience at a med spa, aesthetics practice, dental office, or another elective-care clinic.

• Experience with an EHR or EMR, a practice management system, or a payments platform.

• Familiarity with a modern support stack (Pylon, Intercom, Zendesk) and comfort with basic SQL or reporting tools.

• Early-stage startup experience.

• Support is mission-critical here, not an afterthought. Clinics depend on it to stay open and operating, and the whole company treats it that way.

• Real authority to fix things. You will have access to the product and the people who build it, and a short path from "this is broken" to "this is fixed."

• Your read on what's breaking shapes the roadmap. We ship changes off support patterns constantly.

• A small, fast team where the work you do is visible, and an unusual amount of ownership this early.