Customer Support Specialist

About SHP

Strategic Healthcare Programs (SHP) is a leader in analytics and performance management solutions for the post-acute healthcare market. Since 1996, we have helped more than 10,000 organizations nationwide, including home health agencies, hospices, and skilled nursing facilities, turn clinical and operational data into real-time intelligence that improves patient outcomes. We are a SaaS company headquartered in Santa Barbara, CA, and a subsidiary of (NYSE: ROP).

We are not just building software. We are building tools that help caregivers deliver better care to patients when it matters most. If that mission resonates with you, keep reading.

The Opportunity

As a member of the Client Services team, The Customer Support Specialist provides SaaS analytics support for SHP Home Health and Hospice customers, including leaders and team members across home health and hospice agencies, while also providing overflow support coverage for SHP’s Skilled Nursing Facility customers. This role works on the front-line of the SHP Home Health and Hospice customer base, answering product-related questions and addressing customer issues. The Customer Support Specialist leverages analytical insight and customer relationship skills to ensure exceptional client experiences and operational excellence.

Key Responsibilities

• Provide Level 1 and 2 customer service via phone and email for SHP Home Health and Hospice web-based software and integrations.
• Triage and escalate complex or high-priority technical issues, ensuring timely and thorough follow-up.
• Manage support cases using the CRM system, ensuring detailed and professional documentation.
• Utilize internal resources to advance skill development and consistency in client service standards.
• Participate in special projects or cross-functional initiatives as assigned by the Support Manager.
• Contributing to a positive, energetic, and culture-perpetuating team.
• Strictly adhering to HIPAA guidelines.

What We're Looking For: Required

• Minimum of 1 year of experience in customer support or related role.
• Past experience in troubleshooting complex software, browser, and connectivity issues.
• Strong ability to coach and guide SHP customers through product challenges.
• Excellent verbal and written communication skills, with an emphasis on professionalism and clarity.
• Ability to handle challenging customer situations with diplomacy and problem-solving focus.
• Proficiency in Microsoft Office (Outlook, Excel, Word) and familiarity with major web browsers (Chrome, Edge, Firefox, Safari).
• Experience using CRM or Help Desk systems (e.g., HubSpot Dynamics, Salesforce, Zendesk).
• Demonstrated success in a fast-paced, dynamic environment with strong organizational and multitasking abilities.

What We're Looking For: Preferred

• Experience or familiarity with the Long-Term Care / Nursing Home industry is strongly preferred.
• Familiarity with Microsoft Teams, Microsoft Co-Pilot, and Claude AI a plus.

Why SHP?

We are a mission-driven SaaS company where your work has a direct impact on healthcare quality for millions of patients. You will join a team that values smart, curious people who care about doing great work. We believe the best teams are the ones that are constantly learning, growing, and improving together, and we want people who find energy in that process.

• Competitive salary and comprehensive benefits (health, dental, vision)
• 401(k) with company match and employee stock purchase plan
• Flexible remote work with a preference for Santa Barbara or Pacific time zone (Remove if fully on-site position)
• Generous PTO, paid holidays, and a genuine commitment to work-life balance
• A team and culture where you can do meaningful work while growing your career

Pay

$20.00 - $25.48 per hour, depending upon experience.

Location

This is a remote or hybrid position within the United States. Employees who live within 75 miles of the Santa Barbara office are required to work onsite on the second Wednesday of each month.

This position is not eligible for immigration sponsorship.