Office Puzzle is an all-in-one platform designed to let behavioral health, therapy, and home health providers get back to what they do best: caring for clients. By simplifying the "puzzle" of scheduling, documentation, billing, and compliance, we strip away the administrative burden that slows providers down.
We’re a small, fast-moving team that cares deeply about our customers. Every role here has a real impact. As we grow, your work will directly contribute to how we improve our platform and scale our operations to help more caregivers succeed.
About The RoleAs a Customer Support Specialist, you’ll be the primary navigator and advocate of Office Puzzle. You aren't just answering tickets; you are a problem-solver and a strategic partner to our users. You’ll dive deep into our platform to ensure providers feel supported, empowered, and confident in using our tools to manage their practices.
This role requires a unique blend of technical curiosity, high-level empathy, and the ability to translate complex software workflows into simple, actionable advice.
Key Responsibilities- Front-Line Support: Provide timely, accurate, and empathetic assistance via email and chat.
- Technical Troubleshooting: Investigate and diagnose user issues, collaborating with the product team to report bugs and suggest improvements.
- Customer Education & Enablement: Assist to create and maintain help center articles, video tutorials, and webinars to help users self-serve and master the platform.
- Feedback Loop: Act as the "voice of the customer" by synthesizing user feedback to help shape our product roadmap.
We are scaling quickly, and we want you to grow with us. As the team expands, this role may evolve to include:
- Leading specialized training sessions for enterprise-level clients.
- Transitioning into a Customer Support Manager or Technical Support Lead role.
- Contributing to Product Management by overseeing feature beta testing.
This role is a great fit for someone who:
- Is a Natural Problem Solver: You don’t just fix the surface issue; you look for the "why" behind the problem.
- Communicates with Clarity: You can explain technical concepts to non-technical users without breaking a sweat.
- Thrives in Autonomy: You enjoy the pace of a startup and are comfortable managing your own time and priorities.
- Has a "Helper" Mentality: You get a genuine "win" out of making someone else's workday easier.
- Experience: 2+ years in a customer-facing role (SaaS experience preferred).
- Tech Savvy: Comfortable learning complex software quickly and using tools like Hubspot, Zoho Desk, or Tawk.to.
- Communication: Strong English proficiency (written and oral)
Nice to Have
- Experience in the Behavioral Health industry.
- Basic understanding of healthcare administrative workflows (scheduling, HIPAA, or billing) is a major plus
- Experience working in a remote, fast-paced startup environment.
Skills Required
- 2+ years of experience in a customer-facing role
- Experience with or ability to quickly learn complex software
- Comfort using tools such as HubSpot, Zoho Desk, or Tawk.to
- Strong written and spoken English proficiency
- SaaS experience
- Behavioral health industry experience
- Understanding of healthcare administrative workflows, scheduling, HIPAA, or billing
- Experience working in a remote, fast-paced startup environment
Office Puzzle Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Office Puzzle and has not been reviewed or approved by Office Puzzle.
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Healthcare Strength — Benefits are described as 100% employer-paid medical, dental, and vision coverage after a short waiting period (listed as 30 or 60 days depending on the posting). This indicates strong core health coverage value for at least some roles.
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Leave & Time Off Breadth — Paid time off is described with defined amounts (e.g., 15 vacation days plus personal and sick days, or two weeks of vacation with sick flexibility). The presence of specified PTO banks suggests some clarity and baseline breadth, even if it varies by posting.
Office Puzzle Insights
What We Do
Shift focus to patient care. We'll handle the rest. Office Puzzle is a comprehensive practice management and EHR platform built for ABA therapy, behavioral health, and home health providers. From scheduling and documentation to billing and compliance, we bring everything together in one clear, reliable system–so you can stay organized and focused on care. Whether you're a solo provider or a growing agency, our platform–and the people behind it–are here to support you every step of the way.
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