Product Support Specialist

ABOUT FREED: Doctors are overworked, burnt out, and are quitting in masses. At Freed, we combine clinician love with the latest AI tech and intense execution to create products that make clinicians happier. Our first product is an AI scribe that automates medical documentation. Since May of 2023, we have: - Acquired 26,000 paying and loving clinicians - Generated 70,000 patient notes daily and over 3 million monthly - Made thousands of clinicians happier https://love.getfreed.ai/b2xGQ1 With the backing of Sequoia Capital and other world-class VC’s, we are rapidly expanding our product offering. Patient-facing assistants, patient insights, EHR integrations, and other products are being built and used by thousands of clinicians every day. We are looking for entrepreneurs. Fast, ambitious, and smart individuals who want to take care of the people who care for our health. Expect intense, clinician-focused, and interesting co-workers who want to win. With an office in San Francisco, we embrace a hybrid schedule that brings out the best in teamwork and innovation. Our teams come together in person three days a week to collaborate, connect, and have a little fun along the way. ABOUT THE ROLE: We're looking for a tech-savvy, empathetic Product Support Specialist who can learn new tools and product surfaces quickly, then turn that fluency into real implementation outcomes for clinicians. This role sits in the middle of the customer journey: AEs sell, GAMs manage the long-term relationship, and you own the technical implementations and product support that make Freed actually work for a clinician's practice. You'll be exceptional at — or rapidly become exceptional at — the technical setups that get clinicians live and successful: Call forwarding setup, Template configuration and EHR push/integration setup. Technical troubleshooting of this nature, on top of standard product support As part of the Product team, you'll collaborate closely with Product Managers, Engineers, and Designers — representing the voice of the clinician and ensuring their feedback directly informs our product roadmap. You'll use tools like Intercom, Freed's internal AI Agent, Claude, and analytics interfaces to deliver fast, thoughtful support across chat, email, and video screen-sharing calls. HOW YOU'LL HAVE IMPACT - Own technical implementation support for clinicians — call forwarding, template configuration, EHR integrations, and related setup workflows. - Support clinicians across chat, email, and live video — helping them understand and succeed with Freed's AI tools. - Identify and own projects that improve clinician experience and product education at scale. - Represent the voice of the customer within the product org, surfacing insights that influence roadmap and design decisions. - Leverage Freed's AI Agent to enhance efficiency and maintain a high-quality, human experience. - Create and refine help content, FAQs, and in-product education resources.. What You’ll Bring: - You are available to work Monday through Friday, starting at 5:00 am or Saturday through Wednesday, beginning at 8am - Strong troubleshooting reasoning. Ability to systematically diagnose an unfamiliar issue, form a hypothesis, test it against available documentation, and walk through your thinking clearly. This is the most important trait we're hiring for. - A bias toward incorporating new tools into your workflow. Curiosity and resourcefulness with whatever the job requires — Intercom, internal dashboards, Claude, analytics interfaces, browser dev tools, screen recording, etc. Less about knowing our specific stack and more about how you approach new tools. - Experience in customer support, customer success, or technical support at a high-growth SaaS or AI startup. - Excellent written and verbal communication skills. - Strong product intuition and the confidence to propose and drive improvements independently. - Ability to multitask and thrive in a fast-paced, evolving environment — inclu