Humbly Confident Customer Support Specialist

About Us and Why We're Hiring

We're ChiroCat, and we build cloud-based software that chiropractic practices across the United States love and trust. From the first patient interactions with digital intake forms to the final insurance processing and post-visit communication, our system supports doctors and their staff every step of the way. We're modernizing the chiropractic software space in big ways, but much more importantly, we're bettering the lives of our doctors, their team members, and especially their patients.

The bottom line: we LOVE to help people who help people. And that's where you come in!

Our Customer Support team has been doing incredible work, and the industry is taking notice. As we continue to grow, we need another exceptional team member to join our mission. We're seeking an experienced, technology-comfortable and people-savvy Customer Support Specialist who shares our passion for delivering remarkable customer experiences.

At ChiroCat, we view Customer Support as a trade craft. It's masterful communication, product know-how, and the ability to read people's needs and deliver meaningful value. You're not just here to fix stuff or answer questions. You care about the human on the other end: the chiropractor, the office manager, the billing team, and ultimately, the patients themselves.

What We're Looking For

REQUIREMENTS

For this role, you must:

• Live within the United States and be authorized to work here permanently without sponsorship
• Have at least 3 years of experience in email, chat, or phone customer support OR at least 3 years in the chiropractic/healthcare industry
• Have at least 3 years of direct, customer-facing communication experience
• Have experience with support technology (helpdesks, snippet tools) OR hands-on EHR/EMR software experience (billing, front desk, administration, etc.)
• Be comfortable working standard daytime hours in your local US timezone
• Strive for masterful communication in written and spoken forms—it's an art you enjoy improving!
• Typing ability consistently at or above 50 WPM with accuracy above 95%.
• Software aptitude. You don’t need to be an engineer, but you enjoy learning and using new technology. 
• Love to learn: You dive in, explore, test ideas, figure it out, and learn from your experiences.

PREFERRED QUALIFICATIONS

These aren't required, but will help you stand out:

• Experience in both customer support AND chiropractic/healthcare
• Background with complex B2B software or healthcare systems (EHR/EMR)
• You live in the PST or MST time zone
• Experience creating customer-facing resources like help center content
• SaaS industry experience
• Experience making short, friendly Loom.com training videos
• Familiarity with medical insurance billing processes
• Previous experience in HIPAA-regulated environments 

Note: If you believe you're a fit but don't meet our preferred qualifications, still apply! We're more interested in finding the right person than a perfect resume.

Life at ChiroCat

ChiroCat started with a simple mission: Empowering caregivers to transform lives through tools they trust. In an industry dominated by big conglomerates or funding-dependent startups, we're privately owned and stable. That means we can run our business as we choose. Our culture is built on genuine care for our customers, each other, and the meaningful work we do.

HOW YOU'LL WORK AT CHIROCAT

Work from (Almost) Anywhere: We're based in southern Utah, but most of our team works remotely. For this role, we're only considering US-based candidates. For this specific opening, we’d prefer to find someone in PST or MST time zones.

Balanced Work, Balanced Life: We work a standard 40-hour week and are fans of legitimately unplugging after hours. We're in this for the long haul and want you rested and focused. Exceptions exist, but we mostly work standard business hours in our local time zone.

Take Vacation (Seriously): Most team members take three to four weeks per year — real vacations where you're not tied to your laptop or phone. We'll look forward to seeing pictures in our team #water-cooler channel! 

Great Benefits: We offer fantastic health, dental, and vision insurance, with 100% of the premium covered for you and affordable rates for dependents. This is a salaried role, with a compensation range of $50k-$65k+ a year, depending on applicable experience.

You'll Make a Real Impact: This role will have an incredible impact on the lives of our doctors and staff, not to mention the patients they serve. You'll be instrumental in their success. ChiroCat is the core of their business and their ability to serve patients, so their success with ChiroCat has far-reaching implications. You'll also be joining a small team and will have a big impact on not only the Customer Experience team here, but on our company as a whole.

And do it with Great People: We're firm believers that the foundation of success is building a great team. You'll be joining a team full of truly exceptional people. The kind you'll be excited to work with and learn to care about. People who get stuff done. Who are genuine to their core. Who hold humility and confidence equally well at the same time. Who support each other and care deeply about our customers. It's a strong culture that's apparent the moment you walk through the [digital] door. And we can't wait to see how you'll make us even better.

If this sounds like your ideal environment, read on because now we'll dig into the role itself.

What You'll Do at ChiroCat

At ChiroCat, Customer Support isn't just a cost center or stop-gap measure. It’s the core of who we are, and it’s a differentiator we’re known for industry-wide. As such, we see Customer Support as tradecraft. How we reply, the words we use, the formatting we incorporate, and how we engage with our customers is both an art and a science for us — one that we’re still learning more about every day! We care, and we work hard to “show the love” in what we do. 

This role reports to the Head of Customer Success and works closely with other peers and the Support Team Lead. 

A typical day might include:

• Responding to incoming live chats, emails, and phone calls within our help desk software
• Helping an office manager optimize patient flow by setting up digital intake forms
• Joining the Support+Engineering stand-up meeting (and sharing dad jokes with Doug; he won’t stop)
• Troubleshooting account settings and turning frustrated customers into advocates
• Isolating, reproducing, and documenting bugs for quick engineering fixes
• Hopping on screen-sharing meetings with customers to solve complex insurance billing situations
• Blocking off time on your calendar to learn how to use new product features
• Creating Help Center and internal knowledge base content 
• Making a quick Loom.com video for a customer to explain their next steps in a visual way 

You're the Right Fit If…

You thrive on complexity and nuance. You balance directness, accuracy, warm personalization, and speed while making customers feel better even when delivering unwelcome news.

You're passionate about your career and team. You constantly think about improving your craft, your results, and your team. 

You're a natural problem solver and detective. You dive deep into issues, infer from vague descriptions, anticipate stumbling points, and clearly explain solutions.

You understand every interaction matters. You don't mind answering the same question multiple times because each customer deserves to have their day made.

You love continuously making things better. You’re patient and gracious with how things are, but you don’t leave things unimproved. You want to make everything you touch the best it can be. 

You're the driver, not a passenger. Circumstances aren't always in your control, but they're never your excuse. Whether it's a customer's problem or your own hard day, you own your response and keep asking, "what's best next?"

You love learning complex things. Medical billing quirks? SQL database queries? SMS logs? Bring it on. You’re a learner. You don’t always know the answer, but you’re known for forging a path toward the solution. 

You go the extra mile. You move toward the need and consistently make us wonder, "How did they know to key in on that one phrase and deliver such a thoughtful, thorough solution? I would have missed that!” 

You balance efficiency with quality. You handle multiple conversations simultaneously while maintaining your friendly, helpful tone. Words matter to you because people matter. 

You see feedback as a gift. Even when it's offered imperfectly but kindly, you resist the urge to get defensive and stay curious instead, looking for the nugget of truth that helps you grow.

Ready to Apply?

Apply below by 11:59 PM on Monday, August 24th, 2026.

TWO IMPORTANT NOTES:

1. We don’t want to see AI answers (yes, we can tell). We use AI here at ChiroCat all the time, but we’re hiring you, not an AI agent. We want your answers! 
2. We review applications as they come in, so we might find our perfect fit early! We don’t recommend waiting until the last minute. 

WHAT TO INCLUDE (IN PDF FORMAT, PLEASE):

1. Your resume
2. A cover letter (yep, we read them!)
• Page 1: Skip the formal stuff and help us get to know you in 1-2 paragraphs. Pretend we just met at a picnic. Introduce yourself, explain why you're interested, and why you think you'd be great in this role. Include the word "rambunctious" somewhere (we want to make sure you're real and read this whole thing).
• Page 2: Answer this in 1-2 paragraphs: "Pretend you’re hiring for this role. What is the most important trait or skill you’re looking for in an applicant? Why?” 

PS: Not interested, but know someone who might be? Please pass it along!