Head of Customer Support

A Little About Us and This Role

We’re ChiroCat, and we build the best cloud-based chiropractic software around. Chiropractic offices across the U.S. use our system to provide better care to their patients, operate more effectively, and run better businesses. From their 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 small but mighty Support team has done a great job taking care of our customers to date. We’re starting to grow at a faster pace, and it’s time to bring the operations of our Support to another level. We’re looking for a seasoned Head of Customer Support to ensure that we provide world-class support to our wonderful customers as we scale things up.

The ideal person will quickly tackle initiatives to improve our Support operations by creating or improving our systems, tools, and processes (like a library of snippets, knowledge base, or collection of instructional videos, for example). They will also quickly learn the ropes of our software and chiropractic operations to become a fellow expert as they work in the queue alongside the team members that they manage, coach, and mentor.

We realize that this role may appeal to people with a wide range of experience, but we’re really looking for someone who has experience leading and growing a support team, with hands-on experience building the processes and systems to facilitate exceptional support, ideally in early-stage technology companies. To that end, we have a couple of hard requirements:

Requirements

• You have at least 3 years of experience leading customer support teams
• You have at least 5 years of experience working in customer support.

Ok, that’s a high-level view of what you’ll be working on, but let’s first talk about life at ChiroCat and then we’ll go deeper on the specifics of what we’re looking for.

How We Work

Work from (Almost) Anywhere

We’re based out of southern Utah, but the majority of our team works remotely. While we have some international team members, for this role in particular, we’re only considering candidates based in the United States. You probably get a couple bonus points if you’re near Utah. Otherwise, anywhere in the U.S. works great.

Balanced Work, Balanced Life

We’re big fans of a well-balanced life. And while work is a big part of that life, it shouldn’t be everything. Outside of the rare occasion that requires more, we work a 40-hour week. With hard and smart work, you can accomplish great things in those 40 hours. We’re also fans of real vacations, where you’re not tied to your laptop while away. We’re in this for the long-haul and want you rested and focused when at work.

Benefits

We offer fantastic health, dental, and vision insurance options, and cover 100% of the premium for you, with affordable rates for your dependents.

We’re in it for the Long Haul

In an industry where the status quo is to be either owned by a big conglomerate or chasing your next round of funding to pay the bills, we’re neither of those things. We’re privately owned, stable, and can run our business the way we choose to. Maybe that’s old-fashioned, but it really helps us build a great place to work.

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. We love to empower chiropractors to transform lives. While at the same time providing opportunities for our own team to transform the lives of our customers! You’ll also be joining a small team and will have a huge impact on not only the future of Customer Support 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 truly care about. People who work hard, and smart. That 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’d like to talk about you.

As Our New Head of Customer Support…

At ChiroCat, we mean it when we say we pride ourselves on delivering exceptional customer experiences. Where most companies see support as a cost center, we believe it’s an essential key to our success. To provide extraordinary support to our customers, we need the right processes, tools, training, and team. And you’ll help us ensure that we do just that.

...Here's What You'll be Working on:

• First and foremost, you’ll quickly help on the frontlines by providing world-class customer support yourself. You’ll become an expert on every aspect of the ChiroCat platform and its real-world use from the customer’s perspective. You’ll also become intimately familiar with the operations of a chiropractic office so you can confidently coach customers through their use of our software to improve their daily operations. With time and as the team grows, you’ll eventually spend less time in the queue yourself, but you’ll always remain an expert and connected to the customers and the issues they face.
• You'll lead and mentor the customer support team (currently three people), making sure they have everything they need to do their best work—whether that’s resources, training, or tools. You'll foster a positive, team-focused environment, always encouraging a customer-first mindset. You’ll manage their performance, track progress, and give feedback to help everyone improve. And when things get tricky, you'll jump in to help with the more complex issues and keep things running smoothly.
• You’ll build the processes and implement the systems that will take our support to the next level, making us more efficient and more equipped to provide just the right answers in just the right way. Think helpdesk, snippets, internal and external knowledge bases, self-help material, video libraries. There are many opportunities here and you’ll drive this work forward, getting your hands dirty with implementation and maintaining team progress.
• You’ll oversee the efforts of our amazing onboarding team who walk our new customers through the process of transitioning from their old system to ChiroCat. This includes account configuration, data migration, and training of new customers. You’ll be less hands-on here, but will work closely with our amazing onboarding team in your overarching customer success efforts.
• With time, you’ll lead the efforts in hiring and building the future of our world-class customer support team.
• To sum it up, you’ll obsess over the customer experience and ensure that our team, processes, and systems work effectively to ensure the success of our doctors and office staff. And you’ll have fun doing it!

You’re our ideal candidate if:

• You’re an excellent communicator both verbally and in writing.
• You’re an experienced customer support professional with a passion for quality support. Maybe you’ve even been one of the first support reps of a new company and helped grow the function to a mature department.
• You’ve managed other team members and been responsible for their performance, engagement, and happiness at work.
• You understand the importance of voice and tone in customer interactions and geek out about how our choice of words impact how our messages are received by customers.
• You’re a problem solver and puzzler at heart, who is skilled at taking opaque information from a customer and digging until you have a clear understanding of the issue so you can get to real solutions.
• You’re familiar with the popular options in support technology and have hands-on experience implementing some of them (helpdesks and snippets, as two examples).
• You have hands-on experience leading the creation, organization, and continuous improvement of both internal and customer-facing resources like a snippet library, knowledge base, instructional videos and articles, troubleshooting guides, and FAQs.
• You have a knack for spotting ways to improve things and you’re quick to jump in proactively to make them better.
• Building authentic relationships comes naturally to you—you’re a people person through and through.
• You’re obsessive about the details, while being pragmatic and big-picture focused.
• You’re tech-savvy, quick to pick up new tools, and always trying to learning something new.
• You are undaunted, excited even, at the idea of learning the ins and outs of truly complex things like…medical billing, for example.
• You’re great at turning chaos into order and love creating processes from the ground up.
• You never met a deadline you didn’t love.
• You’re well-organized, manage your time like a pro, and thrive in a remote work setup.
• Driven and self-motivated, you’re someone who gets things done.
• You’re wildly productive and independent, but a team-player at heart.
• Bonus points if you already have some experience with the operations of a medical office.

If this sounds like a fit, we’d love to hear from you!

Ready to Apply?

• Apply below by 11:59PM on Sunday, April 13th, 2025.
• Attach a PDF of your cover letter. In your cover letter:
• This isn’t your typical formal cover letter–we want to get to know you. Please introduce yourself and explain why you’re interested in this position and why you would be a great fit. Please keep the cover letter to one page.
• Please also include the word "alignment" somewhere in your cover letter.
• On a separate page of your cover letter, with the answer being no more than 1-2 paragraphs, answer the question: What is the most important thing you would look for when hiring someone for this role?
• Attach your resume as a PDF.

P.S. If you’re not interested in this role, but know someone who might be, please pass it along!