Customer Support Specialist

Elationemr San Francisco , CA 94118

Posted 2 months ago

Our San Francisco-based team is committed to enhancing physician and patient quality of life through Elation: our cloud-based, clinical platform. Since inception, we've been focused on building a world-class Electronic Medical Records (EMR) solution that creates an experience of delight and ease for physicians, and that our users love.

Our User Success team ensures that our physicians, staff and patients have a successful Elation experience while advocating for their needs internally. We are looking for an empathetic, creative and detail oriented relationship manager to further develop our engagement efforts.


Primary needs are (1) bandwidth to address user needs more pro-actively and (2) an individual who can provide visibility into our user community health and engagement.

  • Managing daily support ticket volume, ensuring each customer is provided a response within 24 hours.

  • Responsible for covering urgent-ticket shifts

  • Foster trusted relationships with our graduated users by addressing customer service requests through email, phone or screen share

  • May require non-standard business hour shifts.

Part of US Core Responsibilities

  • Engage our users proactively to uncover success themes and concerns, and create action plans if appropriate

  • Take part a quarterly on-call rotation across customer facing teams that supports users outside of business hours for urgent issues

  • Identify changes to processes that need improvements within the team


  • Highly organized and energized by getting things done; skilled at project management and excellent at multi-tasking

  • Deep user empathy and an uncompromising commitment to delivering a delightful customer experience

  • Ability to synthesize both qualitative and quantitative data into presentations

  • 1-2 years in relationship management or customer service role that involved cross team collaboration

  • Confident communicator and skilled negotiator who can deliver a delightful, empathetic user experience

Salary- $50,000 to $60,000 depending on level of experience.

If this is you and you're as excited as we are to expand the community of clinicians and patients introduced to the delight of Elation, email your resume to to get the conversation started!

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Customer Support Specialist