Customer Support & Success Specialist

About Us

Bambi Health makes smart dispatch software for non-emergency medical transportation (NEMT) providers. Our customers range from large health systems to single-vehicle owner-operators, and they count on us to get their patients to dialysis, treatments, and appointments on time. NEMT is a $15B+ market growing 6–8% annually as Medicaid expands, states mandate electronic trip verification, and thousands of small operators replace paper and spreadsheets with real software.

We’re a team of 11 helping 800+ NEMT companies manage dispatch, billing, and compliance. Founded in 2022, our company is profitable and more than doubling every year with no sales team, no outbound, and minimal paid marketing. Almost all of our customers found Bambi through word of mouth and organic discovery – we’re very proud that our product speaks for itself.

Our customers range across all US time zones, and many start their day as early as 4am or work well into the evening. To keep up, we're growing our support team beyond one person.

The Role

You'll be the first hire to join our new support team, reporting directly to Kelly, our head of Customer Experience. You'll be a primary point of contact for our clients, solving technical problems, helping with setup and configuration questions, and walking them through every how-to.

About half your time will be spent handling inbound tickets and calls, and about 35% on scheduled meetings with clients: answering questions, troubleshooting live, and training users. The rest will be spent onboarding new clients and, eventually, on proactive customer success work.

You'll work 9am–6pm Pacific / 10am–7pm Mountain / 11am–8pm Central / 12pm–9pm Eastern time so our clients can get help well into the evening, with plenty of overlap with the rest of our team each day for collaboration and escalations. Weekend hours will be required as needed, usually 1–2 hours every other week.

What You'll Do

• Answer customer tickets and inbound phone calls, fielding questions and troubleshooting technical issues from first contact through resolution.
• Meet with clients over video to answer questions, work through problems, and walk them through the product.
• Train new and existing users, including re-training clients when their team changes or adoption slips.
• Escalate issues to engineering with clear reproduction steps when they need a deeper fix.
• Help onboard new clients so they're set up and confident from day one.
• Take on proactive customer success work, such as check-ins with at-risk or high-value accounts, as the role grows.

What You'll Bring

• 5+ years in B2B SaaS customer support or customer success.
• Hands-on technical support experience: diagnosing problems, reading error messages, and working through issues methodically.
• Confidence on the phone and in live client meetings, not just in writing.
• Curiosity to find the root of a problem and creative problem solving to find a solution that solves the underlying need.
• Experience training end users, ideally including people who aren't very technical.
• A consultative approach to suggesting workflows, workarounds, and solutions.
• Clear, friendly writing, even with frustrated customers.
• Comfort with some ambiguity and change – as our support team continues to grow, our processes will evolve and you’ll adapt with them.

Nice to Have

• Experience with customer onboarding or account management.
• Experience supporting startups or small businesses.

If you don't match every point but this role excites you, we'd still love to hear from you!

Your First 90 Days

Compensation and Details

• Location: Fully remote, anywhere in the US.
• Salary: $75,000–$95,000 per year, based on experience and location.
• Equity: Bambi is a QSBS-eligible company.
• Benefits: Medical, dental, and vision insurance; supplemental health benefits; 401(k); generous PTO.