Senior Customer Support Specialist (Remote, USA hours)

June 2026 | Apply below

Remote (anywhere), USA business hours. Bilingual English and Spanish. Customer Support + AI-augmented workflows

Full-time 12 month contract with competitive salary

NovoPsych is a fast-growing mental health technology company building the infrastructure that clinicians rely on to deliver better care. Our platform handles psychological assessments, clinical workflows, and sensitive patient data — which means the bar for clarity, precision, and trust in everything we do is exceptionally high. We move fast. We innovate constantly. And we’re building a support function that’s ahead of the industry, not catching up to it.

This role is for someone who sees the customer support role as proactive and adaptive – one that thinks, builds, and leads. If you’ve improved more than you inherited, caught problems before they scaled, and used AI to do more with less, and can do it in fluent US business English and Spanish — we want to hear from you.

What you’ll own

• Handle customer inquiries end-to-end across tickets and calls during Australian business hours — owning problem-solving and resolution, not just response. Communicate with clinician customers who expect accuracy, professionalism, and speed — and deliver on all three
• Support customers confidently in US English and Spanish via email and phone, with excellent knowledge of local norms and business practices
• Identify recurring issues and proactively design solutions — whether that’s better documentation, a smarter workflow, or a well-timed flag to the product team
• Work within an AI-augmented support stack — using intelligent tooling to triage, draft, and synthesise — and actively contribute to making it sharper. Identify opportunities for improvement and innovation, and take a hands-on collaborative approach to building it
• Take ownership of SLA performance and support quality metrics — you track them, you improve them

What we’re looking for

• You’ve done customer support work at a high bar (B2B SaaS support, technical support, clinical practice ops, or similar) with US-based customers, and can show measurable impact.
• Fluent in US business English and Spanish, and able to clearly communicate in a professional and efficient manner
• AI fluency – you’re a daily user of Claude (Cowork or Code preferred) — or an advanced practitioner of agentic AI and workflow automation with other tools
• A systems thinker — you instinctively look for the root cause, not just the fix, and you build for scale
• Excellent written English — clear, professional, efficient
• Comfortable handling both async (tickets) and synchronous (calls) support at pace
• Agile and adaptable — you adjust quickly when priorities shift, thrive in a fast-moving environment, and don’t need perfect conditions to do great work
• Genuinely proactive — you surface problems, propose solutions, and drive improvements without waiting to be asked
• A fast learner who picks up new tools, context, and workflows rapidly — and contributes meaningfully from day one
• Based in Mexico (CDMX, Monterrey, Guadalajara preferred), available to work US business hours. Open to other locations for the right applicant.

You’ll stand out if you

• Have served US-based B2B SaaS customers as a CSM or CS Specialist — and can speak to the specific cultural rhythms of US business communication
• Have worked in healthcare or clinical SaaS
• Have built a Claude Skill, custom GPT, agent, or non-trivial AI automation that other people use
• Have a quantified track record of impact on customer experience or team processes
• Have worked at a fast-growing small company or scale-up
• Are a power user of Freshdesk or similar customer support systems

What growth looks like here

This isn’t a role you plateau in. As we scale, we’re building a CS function that’s deeply embedded in product, AI, and strategy. For people who perform, opportunities open up — fast. You’ll get to grow with a company that’s growing fast.

How to apply

Submit your CV and a cover letter that addresses all four of the following. Aim for 400-700 words total. We read every letter; we dismiss generic ones.

1. The numbers behind your last CS role. What was your support volume, how many accounts did you manage, what were your targets and what did you actually deliver?
2. One CS initiative you owned end-to-end. What was the problem, what did you do, what was the outcome (with numbers), and what would you do differently?
3. Your AI workflow. Tells us about a workflow you automated or significantly improved using Claude Cowork, Claude Code, or comparable agentic AI. If you haven’t built one yet, describe the one you’d build first at NovoPsych and why.
4. A US-customer moment. Tell us about a memorable interaction with a US-based customer — a renewal save, a tough call, a billing dispute, a stuck implementation. What insight did you have or gain about US-based customers?