Customer Support Specialist, Torch Technology
$50-60k
Ordering & inventory tech for dental practices
Open for applications
Ordering & inventory tech for dental practices
101-200 employees
Open for applications
$50-60k
101-200 employees
Company mission
To improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.
Role
Who you are
- Ideally 0-2 years of customer-facing experience
- Previous customer service experience is required
- Exceptional communication skills with ability to articulate ideas and information in a clear and concise manner
- Strong attention to detail and work ethic
- Positive, proactive attitude with the ability to multitask and prioritize effectively
- Collaborative team player with a passion for technology and software
- Experience in the dental industry or within an ordering platform is advantageous
- Experience with ticketing/CX Tools (Kustomer, Aircall, Zendesk, Intercom, Podium, etc.) and/or Excel/Google Sheets is a plus
- Experience related to the dental space or within an ordering platform is a plus
What the job involves
- We are looking for a motivated Customer Support Specialist who will be at the forefront of ensuring customer satisfaction by providing exceptional support and assistance to Torch users
- This position will work with customers directly via various channels, including live chat, email, SMS, and phone as a product expert to educate and guide users for the most effective Torch experience
- They will also serve as a liaison between customers and various internal teams, addressing inquiries, troubleshooting issues, and contributing to the continuous improvement of our platform based on customer feedback
- This role will be a client-facing role largely spent interfacing directly with users from dental practices to understand and resolve issues within the expectations of our high-standard KPIs that measure efficiency and quality of customer interactions
- Serve as one of the faces of our business and the main points of contact for our customers via phone, chat and email
- Maintain expert knowledge of our platform to ensure that you are providing the best possible customer experience
- Maintain high standards of quality and efficiency, meeting established KPIs and service level agreements (SLAs) to ensure the quality of customer interactions are high
- Collaborate cross-functionally to support various aspects of marketplace operations, contributing to efficiency where needed
- The expected working hours for this role will be 9 AM - 6 PM Mountain Time (11 AM - 8 PM EST)
Our take
For many dental practices, procurement can be a time-consuming and frustrating process which takes them away from their patients. Torch Dental solves this problem with its all-in-one procurement technology.
Torch's eCommerce software platform is geared towards not only saving dental practices valuable time, but it can save them money too. Unsurprisingly, this has proven popular with dental practices, which are under mounting pressure due to demand.
The office-based healthcare supply industry is worth over $100 billion, and companies like Torch stand to make impressive gains in the coming decade. If Torch can invest further in its outreach, and scale its user base, it could see growth skyrocket.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2024
$10.5m
SERIES B
Jul 2023
$28m
SERIES B
Total funding: $70.5m
Company benefits
- 401k benefits with Slavic
- Unlimited paid time off (PTO)
- Maternity and Paternity leave
- Medical and dental coverage with Aetna
- Work from home stipend
- Commuter benefits for hybrid employees
- Fully stocked pantry and fridge for hybrid employees
Company HQ
Civic Center, New York, NY
Leadership
Khaled Boukadoum
(Co-Founder & Co-CEO)Previously worked in M&A at RBC Capital Markets and as a Private Equity Investor at The Blackstone Group.
Drew Werner
(Co-Founder & CTO)Previously worked as a Software Engineer at Datadog, and as an Engineering Manager at Dropbox.
Yassine Boukadoum
(Co-Founder & Co-CEO)Previously worked as an Investment Banking Associate at Stifel Financial Corp., before working in Product at SmartAsset.com.
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