Customer Support Specialist

ABOUT THE ROLE
One Step Software builds technology for addiction recovery-focused organizations. We're a lean, mission-driven team and our clients depend on us to keep their operations running smoothly.

We're looking for a sharp, empathetic Customer Support Specialist who can handle the full support lifecycle: onboarding new clients, helping resolve any issues they have, and delighting clients.

WHAT YOU'LL DO
— Respond to inbound support tickets and email inquiries 
— Handle email and phone support for real-time troubleshooting and assistance
— Guide new clients through onboarding and product setup
— Resolve basic account and billing questions quickly and professionally
— Use AI tools to draft responses, research solutions, and work more efficiently
— Document common issues and contribute to our knowledge base                 — Communicate with the engineering team and provide context and investigation for client reported bugs and feature requests

WHAT WE'RE LOOKING FOR
— 1–3 years of customer support or technical support experience (SaaS preferred)
— Hands-on experience with Freshdesk or a similar ticketing platform
— Comfortable using AI tools like Claude, ChatGPT, or similar in day-to-day work
— Able to troubleshoot basic software issues independently
— Strong written communication skills

— Excellent problem solving abilities
— Comfortable working with clients in healthcare or behavioral health settings (a plus)

We expect this person to actively use AI tools to do their job better — drafting faster, researching smarter, and solving problems more efficiently. If you've built your own AI workflow, we'd love to hear from you.

WHY ONE STEP
— Work that matters — our clients are on the front lines of the addiction crisis we are having in America
— Fully remote, async-friendly culture
— Small team with direct access to leadership and product decisions
— Ability to impact all aspects of the business

HOW TO APPLY
Send your resume and a brief note (3–5 sentences) about how you used AI in your current or past job to automate workflows to info@onestepsoftware.com. **Applications without this will not be reviewed.**