Customer Support Specialist

About the Role We're looking for an organized, customer-obsessed Customer Support Specialist who wants to own the support experience at a fast-growing AI company. At Flossy, we build AI agents that perform the work of experienced front-office employees: answering calls, scheduling appointments, verifying insurance and coaching teams. Dental groups, med spas, veterinary hospitals and wellness franchises rely on our agents every day, so when something needs attention, they need a fast, clear answer. As our Customer Support Specialist, you'll own customer support. You'll be the first person customers hear from when they reach out, manage every ticket from first reply to resolution, and make sure no customer is left waiting. Your work might include:

• Fielding inbound tickets across channels, and triaging them by urgency and customer.

• Managing our ticketing system so every request is logged, assigned, prioritized and tracked.

• Following up on open tickets until they're resolved, and closing the loop with customers.

• Answering common questions about Fiona, Reid, Betsy and Michael, and escalating technical issues to Implementation and Engineering.

• Spotting patterns in tickets and sharing them with the team so we can fix root causes.

You'll have real ownership from day one, direct access to customers, and the chance to build Flossy's support function as we grow.

In This Role, You Will...

• Own customer support. Be the first point of contact for customers who need help, and take responsibility for every request until it's resolved.

• Field and triage tickets. Respond to incoming tickets quickly, assess urgency, and route technical issues to the right person on the team.

• Manage our ticketing system. Keep every ticket logged, categorized, prioritized and up to date, so the team always knows what's open and who owns it.

• Follow up relentlessly. Track open tickets, chase down answers, and close the loop with customers so nothing falls through the cracks.

• Own customer communication. Write clear, friendly updates that keep customers informed at every step, and meet our response standard: same-day replies for large customers, ideally within 4 business hours.

• Make support better over time. Spot recurring issues, build help articles and saved replies, and share what you learn with Implementation, Product and Engineering.

Your Background Looks Like...

• 3–5 years of experience in customer support, customer service or a client-facing role.

• Experience working in a ticketing system such as Zendesk, Intercom, Freshdesk or HubSpot.

• Excellent written communication. You can explain a problem and its next steps clearly, kindly and concisely.

• Highly organized and detail-oriented. You keep track of many open requests at once and always follow through.

• A problem-solver's mindset. You dig in to understand what's really going on before escalating.

• Comfortable learning new software quickly and curious about how AI products work.

• Comfort operating in a fast-moving environment where priorities evolve as you learn.

Even Better If You Have...

• Experience supporting B2B SaaS customers.

• Experience in dental, healthcare, med spa or other appointment-based businesses, especially working at a front desk.

• Familiarity with practice management systems.

• Experience writing help center articles or support documentation.

• You use AI tools in your own work.

Why Flossy You'll join at a stage where every customer interaction matters and you'll shape how Flossy supports its customers. We're a fast-growing startup that values ownership, curiosity and speed. We move quickly, learn from real customer feedback, and continuously improve what we've built. You'll work closely with people who care deeply about customer outcomes and are excited to solve problems that haven't been solved before. If you love helping customers, staying organized, and growing your career at an AI company, we'd love to meet you.