Top Customer Support Jobs in Raleigh-Durham, NC

Manage the LATAM Customer Support team and oversee Fin (Intercom) operations. Lead coaching, hiring, escalations, onboarding, workflow automation, AI deflection, self-service improvements, and support KPI performance. Partner cross-functionally with Product, Engineering, Sales, Account Management, and Payment Operations to represent customer needs, improve processes, and support strategic initiatives. The role also involves reporting on CSAT, response and resolution times, SLAs, QA scores, and driving scalable customer support programs.

Advises adult learners through university application and admissions processes, from initial discovery through the first week of classes. Manages student files, tracks admissions progress, identifies educational goals, provides enrollment resources, and supports successful conversion and enrollment. Collaborates with university partners, maintains accurate and confidential records, follows security and data policies, and uses student-management technologies to deliver effective support.

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.

Provide first-line customer and technical support for MDCalc products. Manage support tickets from intake through resolution, troubleshoot light technical issues, escalate complex problems to engineering, and follow up with users. Identify recurring issues, maintain documentation and knowledge-base content, improve support processes, monitor support metrics, and communicate product risks and updates to internal teams.

Supports the payment lifecycle for expert contributors by managing payment support tickets, investigating discrepancies, resolving disputes, and communicating with contributors. Audits payment data and complex incentive structures, builds SQL queries, scripts, automations, and dashboards, and collaborates with Finance, Operations, Delivery, and Engineering. The role also supports payment compliance, data traceability, workflow improvements, and audit requirements.

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.

Manage complex customer support escalations, account provisioning, technical troubleshooting, database queries, API diagnostics, tracking pixel QA, and outage communications. The role serves as a senior technical client contact, investigates UI and data issues, escalates defects to Engineering, mentors support analysts, maintains documentation, improves workflows, and partners cross-functionally to enhance customer experience and platform resolution processes.

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.