Top Customer Support Jobs in Baltimore, MD

Provide expert US payroll support to partners and customers, resolve complex payroll and tax issues, educate support teams, lead training, and build scalable knowledge and customer experience processes. The role collaborates with product and engineering on platform improvements, audits payroll operations, analyzes data, and serves as a primary partner contact. It requires strong payroll expertise, customer communication, spreadsheet skills, ticketing-system experience, and comfort working autonomously in a fast-paced startup.

Own technical support for enterprise SaaS customers by triaging and resolving complex issues, especially SSO and SCIM problems. Investigate logs, APIs, and browser tools; communicate status to Customer Success and Engineering; and manage escalations through resolution. Build runbooks, decision trees, and automation using AI tools to improve support scalability and enable self-service. Participate in customer troubleshooting calls and continuously improve support processes.

Provide empathetic, accurate customer support through email and phone, educate customers about life insurance and Ladder, resolve issues from start to finish, and represent customer needs to internal stakeholders. Collaborate with underwriting and business partners to fulfill application requirements, identify process improvements, and help enhance the customer journey.

Own customer-facing operations across data suppliers and AI labs, including activation, engagement, onboarding, contract and platform issue resolution. Build trust through customer conversations, coordinate internal blockers, and convert recurring feedback into improved processes, platform capabilities, communications, and lightweight workflow systems. The role requires strong judgment, organization, follow-through, CRM familiarity, and comfort working independently in a fast-paced startup environment.

Provides advanced customer support for PowerFAIDS, troubleshooting complex user issues, identifying root causes, documenting resolutions, and escalating software defects. The role also supports software testing, customer training, knowledge-base development, release documentation, and product improvement initiatives. It requires strong financial aid administration and Title IV expertise, independent judgment, customer communication skills, and the ability to manage multiple issues. The analyst also assists with user conferences and stays current on regulatory changes.

Provides technical support for TeamCity, diagnosing whether issues originate in the product, infrastructure, or integrations. Responsibilities include troubleshooting web servers, applications, databases, version control, build systems, containers, and cloud environments; developing workarounds; reporting bugs; escalating issues; documenting solutions using KCS principles; and sharing customer feedback with product teams.

Direct customer support strategy, operations, and team leadership while transforming support through AI-powered tools and automation. Own patient NPS and core support KPIs, evaluate and deploy support technologies, improve efficiency and resolution outcomes, and report ROI to executives. Partner with Product, Engineering, Data, Clinical, Network Operations, and Customer Success teams while ensuring HIPAA and data-privacy compliance. Recruit, train, and develop support professionals and lead change management for new tools and workflows.

Manages complex member escalations, investigates root causes, resolves high-priority issues, and coordinates with internal teams and external partners. Serves as the refund-policy subject matter expert by reviewing exceptions, auditing cases, monitoring trends, and providing recommendations. Documents cases, identifies process improvements, shares insights, and supports consistent, empathetic member communications while prioritizing multiple issues under pressure.

Schedule insurance appraisal appointments, contact policyholders through phone, SMS, and email, explain appraisal requirements, and build trust. Support homeowners with the ASSIST photo-capture app, resolve technical questions, maintain accurate work-order statuses, prioritize assignments, meet deadlines and productivity goals, and communicate unusual situations to management. This is a remote, work-from-home customer service role with training provided.

Provide compassionate bilingual (Spanish) customer service to Medicaid dental members via inbound calls. Capture and update member data, research and escalate complex issues, ensure HIPAA compliance, navigate healthcare programs and systems, and work scheduled Eastern Time shifts in a 100% remote call center.