Customer Support Specialist

Customer Support Specialist

Reports to:
VP of Product

Employment Type:
Full-time, Hybrid; may require travel

Company

Bloomic

Position Overview

Bloomic is seeking a Customer Support Specialist to manage the onboarding, training, and ongoing enablement of clinic partners using the Bloomic platform. This role provides centralized ownership of client support intake, training coordination, and clinic communication, enabling effective adoption of the platform while supporting product leadership and delivery teams.

Reporting to the VP of Product, the Customer Support Specialist works closely with Product Owners, technology teams, and clinic stakeholders to manage day-to-day support intake, training coordination, and execution of clinic communications related to onboarding, training, and ongoing support.

Key Responsibilities

Client Onboarding and Training

• Lead onboarding for new clinics adopting the Bloomic platform.
• Deliver structured virtual and on-site training sessions for clinical and administrative staff.
• Maintain and update onboarding and training materials.
• Ensure clinics understand and correctly use Bloomic workflows and features.

Support Intake and Ticket Management

• Monitor clinic support channels, including Google Spaces.
• Translate clinic questions, issues, and requests into clear tickets within the Bloomic ticketing system.
• Assign tickets to the appropriate Product Owner for assessment and prioritization.
• Track ticket progress and follow up to maintain momentum and visibility.

Stakeholder Communication and Coordination

• Support the VP of Product in communicating timelines, updates, and outcomes to clinic stakeholders.
• Draft, coordinate, and distribute clinic communications based on direction from the VP of Product.
• Act as the day-to-day communication conduit with clinics, escalating risks, delays, and unresolved issues as needed.
• Ensure clinic feedback and concerns are documented and shared with product leadership.

Feature Enablement and Adoption

• Coordinate clinic awareness and training for new feature releases.
• Support rollout activities and usage guidance following releases.
• Identify adoption gaps, recurring questions, or misuse and flag them to Product Owners and the VP of Product.

Process Improvement

• Identify trends in support requests and training needs.
• Recommend improvements to onboarding, training, and support processes.
• Contribute to the development of scalable, repeatable client enablement practices.

Qualifications

• 3–5 years of experience in customer support, customer success, training, or SaaS operations.
• Willingness to travel occasionally for on-site clinic training.
• Experience in healthcare, clinics, or regulated environments is an asset.

Skills

• Strong technical aptitude and comfort working with software platforms and ticketing systems.
• Excellent written and verbal communication skills.
• Ability to structure and relay user feedback clearly to product teams.
• Strong organizational skills and attention to detail.
• Operates with a high degree of ownership and reliability.
• Comfortable working cross-functionally with product, technology, and operations teams.
• Exercises sound judgment and professionalism when interacting with clinic partners.
• Focused on clarity, consistency, and continuous improvement.

Working Conditions

• General office conditions
• Willingness to travel occasionally for on-site clinic training
• Must be available to work holiday and weekend rotations

We offer a competitive salary commensurate with experience and an attractive benefits package. This is an exceptional opportunity to join an emerging fertility clinic, contribute to groundbreaking AI research, and make a positive impact on the lives of patients.

Equal Opportunity Statement

Bloomic is an equal opportunity employer. We are committed to building an inclusive workplace and providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, and business needs, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, or any other status protected by applicable law.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.