Customer Support Analyst

NikoHealth is a rapidly growing SaaS company transforming how Durable Medical Equipment (DME) and Home Medical Equipment (HME) providers operate. Our innovative, all-in-one platform streamlines business operations, empowering providers to work smarter and more efficiently. We’re seeking a Customer Support Analyst to deliver exceptional support to our customers, helping them navigate our platform and achieve success in their day-to-day operations. If you’re a problem-solver with excellent communication skills and a passion for technology, we’d love to hear from you! What You’ll Do • Serve as the first point of contact for customer inquiries via email, chat, and phone, triaging and categorizing tickets by priority and issue type. • Troubleshoot and resolve issues related to the SaaS healthcare platform, including user access, order workflows, billing setup, and integration errors. • Support revenue cycle management (RCM) workflows by researching claim submissions, denials, rejections, and payment discrepancies. • Review and validate patient intake data, payer information, and documentation for completeness to ensure accurate order and claim processing. • Collaborate with Product, Engineering, and Implementation teams to resolve complex issues impacting billing, patient data, or automated workflows. • Identify root causes of recurring problems and recommend process or product improvements to reduce customer friction. • Document all customer interactions, findings, and resolutions clearly and consistently within the support system. • Maintain a strong understanding of DME/HME billing processes, payer rules, and revenue cycle dependencies. • Proactively educate customers on system best practices, product updates, and feature utilization to improve efficiency and satisfaction. • Participate in knowledge base creation and internal training sessions to strengthen cross-team collaboration. What You’ll Bring • 1-3 years customer service or support in a SaaS healthcare or DME/HME environment • Working knowledge of billing workflows including claim creation, submission, remittance posting, denials, and EOB/ERA reconciliation. • Strong problem-solving skills and the ability to thrive in ambiguity and make sound decisions in dynamic or undefined situations • Excellent verbal and written communication skills, with the ability to explain technical concepts in simple terms • A customer-first mindset with a proactive approach to resolving issues • Ability to learn quickly and adapt to new tools and technologies • Familiarity with customer support tools (Zendesk, Intercom, Freshdesk, etc.) and CRM platforms (Salesforce, HubSpot) • Bachelor’s degree or equivalent experience is a plus • Bonus: Experience with DME Revenue Cycle Management, payer portals, or medical billing software (e.g., NikoHealth, Waystar, Brightree). This is a remote role, but candidates must be based in the U.S. We are aware that job scams are on the rise. Please be cautious of fraudulent job offers impersonating our company. We will never ask for payment, personal banking details, or sensitive information during the hiring process. All legitimate communication will come from an official email address ending in @nikohealth.com Apply tot his job